Salesforce Certified Service Cloud Consultant Mock 1 - msr

santosh maddhuri
Quiz by santosh maddhuri, updated more than 1 year ago


PMP Engineering Quiz on Salesforce Certified Service Cloud Consultant Mock 1 - msr, created by santosh maddhuri on 02/03/2018.

Resource summary

Question 1

UC wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
  • Entitlement processes, contracts, contract line items, and entitlements
  • Entitlement processes, contracts, milestones, and milestone actions
  • Entitlement processes, contract line items, milestones, and entitlements
  • Entitlement processes, milestone, milestone actions, and entitlements

Question 2

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
  • Recommend articles during a call for a support agent
  • Suggest articles for a web–to–case question
  • Suggest articles for an email–to–case question
  • Recommend articles prior to a Live Agent session

Question 3

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers
  • Implement Service Cloud console to support agents
  • Leverage Live Agent for web–based chat
  • Enable service contracts and entitlements
  • Implement Salesforce Knowledge on a portal

Question 4

UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below: • Support attachments up to 20MB per inquiry • Over 10,000 inquiries per day • Which solution should a consultant recommend to meet these requirements?
  • Email–to–Case
  • Web–to–Case
  • On–Demand Email–to–Case
  • Customer Chatter groups

Question 5

UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
  • Contact list view edit time
  • Contact report run time
  • Contact view page load time
  • Contact related list load time

Question 6

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
  • Automatic call distributor and interactive voice response
  • Workforce management and customer satisfaction score
  • Average handling time and first call resolution time
  • Agent skill–based routing and predictive dialer

Question 7

A customer calls the service desk at UC. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support. What solution should a consultant recommend to prevent this scenario from happening in the future?
  • Add the entitlements related list to the contact records
  • Add the service contract related list to contact records
  • Add the entitlement contacts related list to account records
  • Add the assets related list to contact records

Question 8

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
  • Assign team–based roles to the associated product article types
  • Assign team–based profiles to the associated product article types
  • Assign team–based roles to the associated product data category value
  • Assign team–based profiles to the associated product data category value

Question 9

What is a characteristic of Visual Workflow? Choose 3 answers.
  • Elements can be used to update fields in the database
  • Apex code must be used to pass data to legacy systems
  • Apex code must be used to update fields in the database
  • Only one version of a flow can be activated at a time
  • Elements can be used to pass data to legacy systems

Question 10

UC wants to display a list of open cases, data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
  • Create a custom Visualforce page to display case list view, external system and Knowledge articles
  • Configure the agent console and display the articles, case view, and external system custom object
  • Configure the Service Cloud console, integrate the external system, and enable Knowledge
  • Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

Question 11

UC's contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center manager has outlined the following requirements: Provide content categorization for easier navigation, searching, and visibility. Shorten agents' issue resolution time by suggesting relevant content. Establish a publication lifecycle process based on industry leading practices. Ensure the solution is tightly integrated with Service Cloud console and Live Agent. What Salesforce solution should a consultant recommend?
  • Content
  • Knowledge
  • Solutions
  • Chatter

Question 12

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
  • Partner portal
  • Service Cloud portal (Customer Community)
  • Enterprise admin
  • Sites

Question 13

A consultant is working on a Service Cloud implementation with a fixed–budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
  • Add development resources to the project team to build out the additional requirements
  • Document the requirements gap and communicate development options to the project team
  • Adjust the project scope to accommodate the new requirements and continue with original project schedule
  • Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Question 14

A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers.
  • Average customer satisfaction score by case
  • Average number of activities per case
  • Average number of articles attached to a case
  • Total number of cases by origin

Question 15

UC is implementing Salesforce Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?
  • Create an FAQ article type and enable the submit articles feature on the case close page layout
  • Enable Ideas for the contact center agents and have them submit FAQ articles at the time a case is closed
  • Define a data category called FAQ and assign category visibility to users in the contact center role
  • Create an FAQ article type and configure the enable suggested articles option in support settings

Question 16

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
  • Implement a customer self–service portal
  • Enable agents to transfer calls to other agents
  • Cross–train agents on both product lines
  • Prioritize customer calls based on their SLA

Question 17

Which element is true regarding a prebuilt Salesforce computer telephone integration (CTI) adapter for different telephone systems? Choose 2 answers.
  • It is an intermediary between a telephony system and a Salesforce call center user
  • It allows voicemails to be captured and stored as attachments on cases
  • It is a server–based software program that controls the behavior of a Salesforce SoftPhone
  • It utilizes the Softphone capability from within the Salesforce application

Question 18

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
  • Create a custom web service to handle invoice inserts and updates from the billing system
  • Create a custom tab of type URL that displays a search page from the billing system
  • Import payment data into Salesforce and add to the contact page layout related list
  • Create a Visualforce page that retrieves payment information via a Web Service call–out

Question 19

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metric can be used to assess the success of the new workforce management system? Choose 2 answers.
  • Number of calls offered
  • Agent utilization
  • Schedule adherence
  • Quality monitoring score

Question 20

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
  • Create a custom related list on the case
  • Create a custom Visualforce page
  • Create a custom report
  • Create a custom view on the Case tab (or Case Feed)

Question 21

UC, a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements?
  • Sites with Knowledge and Email–to–Case
  • Sites with Knowledge and Web–to–Case
  • Sites and High–Volume Customer Portal
  • Visualforce and Self–Service Portal

Question 22

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
  • Use workflow rules to send an email to the customer
  • Use escalation rules to assign the case to a case queue
  • Use auto–response rules to send an email to the customer
  • Use assignment rules to assign the case to a case queue

Question 23

What are some uses of in business continuity planning? Choose 3 answers.
  • To provide best practices for continuity plans
  • To provide information regarding planned maintenance
  • To provide live and historical data on system performance
  • To provide online security threat information
  • To provide live support for system and data backup

Question 24

UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
  • Data loader, change sets, and Excel Connector
  • migration tool, IDE, and change sets
  • Visual Workflow, data loader, and IDE
  • Mass Transfer Records, change sets, and migration tool

Question 25

Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers.
  • Use the data loader to import unstructured articles
  • Use change sets to import data categories
  • Map articles with HTML sections to rich text area fields
  • Create a separate .csv file for each article type

Question 26

The UC contact center offers support via email, the Internet, and a Service Cloud portal. The contact center manager wants to demonstrate the success of recent self–service initiatives to executive management. Which report should the contact center manager present to executive management? Choose 2 answers.
  • Number of cases closed by a self–service user
  • Number of IVR inquiries without agent involvement
  • Number of cases created using portal
  • Average call handle time by team

Question 27

UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers
  • Ability to specify unique service levels for each customer
  • Ability to prompt callers for the service contract number with IVR menus
  • Ability to determine if a customer has escalated a case in the past
  • Ability to enforce service levels with time–dependent processes

Question 28

Universal Electric initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review, an agent needs to contact the customer to review the activities. Cases can only be closed after the customer review has been completed. UE needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. What should the consultant consider to meet these requirements? Choose 3 answers.
  • Work order and customer contact escalation requirements
  • Account team relationship to the primary contact
  • Total number of account and contact records in the database
  • Visibility and access to the work order records
  • Case closure rules on the original case

Question 29

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
  • Enable social profile and add workflow rules to the contact object
  • Use Twitter–to–Case and add workflow rules to the case object
  • Enable social profile and add assignment rules to the case object
  • Use the routing queues provided with Salesforce for Twitter and Facebook

Question 30

The contact center manager at UC is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
  • Interactive voice response
  • Skills–based routing
  • Workforce management
  • Private branch exchange

Question 31

UC has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views? Choose 2 answers
  • Filter the views by case owner
  • Reduce the number of fields displayed
  • Restrict visibility of the views
  • Remove filter criteria from the views

Question 32

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
  • Use Chatter case feed and case teams to monitor cases
  • Use an escalation rule to move cases into the product manager queue
  • Use a workflow rule to send an email to the product manager
  • Use an assignment rule to assign new cases to the product manager

Question 33

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
  • @mention the SMEs on the case Chatter feed and follow the case
  • Bookmark all the comments related to the issue from the SMEs
  • Use hashtag (#) to track the customer case and SMEs comments
  • Follow the SMEs to receive automatic updates when they add case comments

Question 34

UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers.
  • Configure workflow rules for each data category
  • Configure article types for each kind of content
  • Define approval processes for each article type
  • Define approval processes for each product
  • Configure data category values for each product

Question 35

UC is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company's requirements include the ability to: Monitor Facebook fan page for new posts from customers. Link new posts to an existing customer record. Respond to posts from the existing Service Cloud console. What should UC do immediately to begin providing social customer service?
  • Create a app for Facebook monitoring
  • Install Salesforce for Facebook and Twitter
  • Enable Salesforce social profiles on contacts
  • Integrate Facebook to its existing customer portal

Question 36

What metric should a contact center manager consider to measure adoption of Salesforce Knowledge? Choose 2 answers.
  • Number of cases escalated by agent
  • Number of articles created by agent
  • Number of solutions created by agent
  • Number of articles attached to a case

Question 37

What process is a use case for Visual Workflow? Choose 3 answers.
  • Field validation during case creation
  • Caller verification and creation of a new case
  • Decision–based troubleshooting for representatives
  • Assignment of email to a case queue based on subject
  • Cross–sell promotions for representatives

Question 38

The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? Choose 2 answers.
  • Create case teams and introduce swarming to resolve cases
  • Enable the Service Cloud console and Knowledge sidebar for agents
  • Enable and use Chatter feed tracking in the case object
  • Create escalation rules to re–assign cases after SLAs have expired

Question 39

UC is in the process of setting up a business–to business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
  • Milestones
  • Cases
  • Assets
  • Service contracts

Question 40

A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers.
  • Enable the Manage Articles permission for the publisher profile and assign it to users
  • Hide the Article Management Lab for users who should have read–only access to articles
  • Create a publisher profile that includes create access on the FAQ article type
  • Set the organization–wide default to private and create sharing rules for the FAQ article type

Question 41

UC is configuring the Service Cloud console to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers.
  • Displaying real time visual indicators when lists and records are changed
  • Displaying a technical diagram of a registered product related to the case
  • Creating a button to send an email response and re–queue the case
  • Displaying basic data from a legacy enterprise resource planning system
  • Providing a Knowledge sidebar to suggest a solution related to the case

Question 42

What is a benefit of deploying Knowledge in a high–volume Service Cloud portal? Choose 2 answers.
  • Uncovers gaps in the knowledge base
  • Reducing incoming call volume
  • Replaces the need for an email channel
  • Eliminates tracking of customer entitlements

Question 43

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
  • Configure entitlements and milestones to enforce SLAs
  • Hire more agents for the contact centers
  • Improve the training provided to existing agents
  • Track social sentiment across social media outlets

Question 44

UC wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified that its current infrastructure supports integration with Salesforce. What must be taken into consideration to meet this requirement?
  • The CTI adapter supports the Service Cloud console push notifications for field or record changes
  • he number of intended Service Cloud console apps will not exceed the CTI adapter limits
  • The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI
  • The CTI adapter requires the Service Cloud console highlights panel for Softphone control

Question 45

When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?
  • Original creation date and average rating of articles
  • Last modified date and frequent search terms
  • Last modified date and number of recent article views
  • Original creation date and total number of article views

Question 46

The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.
  • Knowledge search query with no results
  • Number of knowledge articles in each category
  • Knowledge articles with the lowest rating
  • Knowledge articles created by call center agents

Question 47

UC would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
  • Enable the Knowledge sidebar setting in the case support settings
  • Create a Visualforce page called Knowledge sidebar on the case page layout
  • Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
  • Enable the Knowledge sidebar related list on the case page layout

Question 48

The IT help desk at UC is divided into two tiers to handle escalations. The company would like to improve the collaboration among help desk agents and reduce the number of issue escalations. What solution should a consultant recommend?
  • Enable Chatter on Knowledge articles
  • Allow agents to add comments to each other's cases
  • Use Chatter Answers for the help desk
  • Create a Chatter group for the help desk

Question 49

UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers.
  • Allows Chatter Messenger to be used between agents
  • Displays records and their related items as tabs on one screen
  • Indicates when records and lists are changed by others
  • Is available for users in the partner portal

Question 50

UC wants to deploy the Service Cloud to its contact centers located across North America, Europe and Asia. The company would like standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?
  • Assign a global team of experienced agents and leaders to create a common design template and report structure
  • Recommend utilizing out–of–the–box functionality to reduce cost and ensure one worldwide process and reporting
  • Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
  • Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization

Question 51

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: 10 million cases, 1 million accounts, 3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.
  • Salesforce reporting speed may be affected
  • Related lists on the case object may be slow to populate
  • The Salesforce or may be slow during the data migration
  • Results may be slow when searching for records

Question 52

UC has a telemarketing contact center with agents who cold–call prospects and follow–up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
  • Number of closed cases
  • Number of lead referrals
  • Number of attempts to contact
  • Number of outbound calls per day

Question 53

The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers.
  • Aligning IT and the business which allows IT to better understand current and future needs of the business
  • Delivering IT services that are focused on functionality rather than usability
  • Setting customer expectations with predictable processes that are consistently used by the organization
  • Create service levels between IT and the business to provide value at an agreed upon cost
  • Achieving cost savings by utilizing operational resources only for the duration of the project implementation

Question 54

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
  • Enable the self–service portal and generate logins for the hospital staff by region
  • Use cases to track the credit requests and route them to regional teams using assignment rules
  • Design a custom object to track credit requests and route them regionally using assignment rules
  • Use Web–to–Lead to capture the credit requests and assign them to regional teams using workflow rules

Question 55

UC's customer service technicians need to access the following information while at a customer site to complete the service call: Customer order history, Level of contracted support, List of replaceable parts. What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
  • A workforce management system
  • A third–party mobile application platform
  • A knowledge management system
  • An enterprise resource planning system

Question 56

UC wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings: Phone, Phone and Email, Social Media (Facebook and Twitter). What should a consultant recommend to accomplish this? Choose 2 answers.
  • Create a Service Cloud console to support all channel groupings
  • Create an agent profile for each channel grouping
  • Create a unique case page layout for each channel grouping
  • Create an agent role for each channel grouping

Question 57

UC has activated Email–to–Case functionality to allow customers to correspond with support agents via email. Which options are available with Email–to–Case? Choose 2 answers
  • Assignment, escalation, and workflow rules are processed on inbound emails
  • Only one inbound email address can be used for Email–to–Case
  • Follow–up emails and attachments related to a case are attached to the case
  • Follow–up emails related to a case will update the case comments

Question 58

A customer utilizes a high–volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization?
  • Enable Chatter Messenger for the organization
  • Enable Live Agent for the organization
  • Create user profiles on permission sets
  • Create an iframe to display the chat window

Question 59

UC is in the process of implementing Service Cloud. In which order should the data be migrated?
  • Users, accounts, contacts, cases
  • Accounts, contacts, cases, users
  • Users, contacts, accounts, cases
  • Accounts cases, users, contacts

Question 60

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
  • Salesforce for Twitter
  • Live Agent
  • Salesforce Knowledge
  • Open CTI

Question 61

Universal Containers is setting up a field service dispatch contact center.Which functionality should be considered when designing the contact center? (Choose 2)
  • Chatter groups for customer
  • Mobile access to case information
  • Visibility into service entitlements
  • Predictive dialer for outbound call

Question 62

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation.Which solution would help Universal Containers meet its SLA?
  • Create a workflow rule to assign a task to all members of a queue if a case has not been accepted by an agent within one hour.
  • Use case auto–response rules to send an email to support managers within one hour of case creation.
  • Assign cases to queues and use escalation rules to escalate cases that have not been accepted by an agent within one hour.
  • Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

Question 63

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.Which solution will create and route the field service dispatch record when the case is saved?
  • Use a workflow rule with an action
  • Use a validation rule
  • Use a case assignment rule
  • Use an Apex trigger

Question 64

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:– Agents need to collaborate with other teams– The product development team needs to be alerted on high–priority cases for specific products Which solution will meet these requirements
  • Use escalation rules for notifications and case teams to monitor cases
  • Use workflow rules for notifications and case teams to monitor cases
  • Use escalation rules for notifications and account teams to monitor cases
  • Use workflow rules for notifications and account teams to monitor cases

Question 65

Universal Containers' contact center manager needs to measure the following metrics:– Agent productivity– Customer satisfaction Which report should a consultant recommend? (Choose 2)
  • Average handle time
  • First contact resolution
  • Average speed to answer
  • Escalation rate
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