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Salesforce Certified Service cloud consultant Sample Questions (Q107-Q112):

NEW QUESTION # 107
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

• A. Enable Work Orders.
• B. Configure Service Contracts.
• C. Set up Milestones.
• D. Create an Entitlement Process.

Answer: C,D
NEW QUESTION # 108
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

• A. Configure IVR auto response
• B. Install CTI adapter using open CTI
• C. Configure call center definition
• D. Deploy Call Center Directory
• E. Assign users to a call center

Answer: B,C,E
NEW QUESTION # 109
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A. On a utility bar of the Lightning App
• B. On a record Activity Feed list
• C. On a record Highlights Panel
• D. On the Calendar right hand panel

Answer: B
NEW QUESTION # 110
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?

• A. Adjust the project scope to accommodate new requirements and continue with the original project
  schedule
• B. Adjust the dates in the project plan to account for the additional requirements and communicate the new
  timeline.
• C. Add development resources to the project team to build out the additional requirements.
• D. Document the requirements gap and communicate development options to the project team

Answer: D
NEW QUESTION # 111
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

• A. Create auto-response templates for incoming emails
• B. Enable Ideas in a customer portal
• C. Enable Chatter for agent collaboration
• D. Enable Live Agent to handle incoming service inquiries

Answer: C,D
NEW QUESTION # 112
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