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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q145-Q150):

NEW QUESTION # 145
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers

• A. Cost per call
• B. Number of leads created
• C. Number of sales queues
• D. Opportunities per channel
• E. Average queue time per agent

Answer: A,B,D
NEW QUESTION # 146
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

• A. Approval Processes
• B. Record Types
• C. Support Types
• D. Support Processes

Answer: B,D
NEW QUESTION # 147
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A. Most Revised Articles
• B. Most Linked Articles
• C. Top Articles sorted descending
• D. Search Activity Gaps

Answer: B
NEW QUESTION # 148
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

• A. Agile
• B. Lightning Platform
• C. Waterfall
• D. Kanban

Answer: A
NEW QUESTION # 149
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

• A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
• B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
• C. A sharing rule to ensure record access is granted based on criteria of the case.
• D. An organization-wide default of Public Read/Write on the Case object.

Answer: C
NEW QUESTION # 150
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