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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q87-Q92):

NEW QUESTION # 87
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A. Ask contact center managers to review data each quarter to possibly delete.
• B. Write an Apex trigger that deletes one case each time a new case is created.
• C. Optimize queries to reduce the scope of Cases included with each search.
• D. Create a data retention plan that archives or purges Cases at regular intervals.

Answer: C,D
NEW QUESTION # 88
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

• A. Add the Live Agent Component to the Utility bar.
• B. Configure Omni-Channel Supervisor tab and 3rd party access.
• C. Configure the SOS snap-in for the Lightning Service Console.
• D. Configure Live Agent Supervisor tab and Whisper Messages.

Answer: D
NEW QUESTION # 89
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

• A. Create a sharing rule to share the contact record with the community member.
• B. Update the case assignment rule to add the community member to the predefined case team.
• C. Set up a sharing set to grant access based on the community member's contact record.
• D. Change the org-wide default for cases and contacts internal access to private.

Answer: C
NEW QUESTION # 90
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

• A. High priority cases opened by account month to date
• B. Time spent by account year to date
• C. New cases opened by the account channel
• D. Escalated cases by account month to date

Answer: A,D
NEW QUESTION # 91
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

• A. Utilize KCS to manage Knowledge
• B. Create a Customer Community
• C. Add Live Agent to public-facing sites
• D. Implement SOS for mobile experience
• E. Configure Chatter for public access

Answer: A,C,D
NEW QUESTION # 92
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