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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q59-Q64):

NEW QUESTION # 59
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
• B. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
• C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
• D. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer: B
NEW QUESTION # 60
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

• A. Document and share the practices of Agent A with the team via knowledge articles
• B. Build a dashboard to display individual performance by agent versus the team goal
• C. Update case assignment rules to route more cases to Agent A
• D. Review case history and activities for Agents B and C
• E. Lower the target for entire team to that of Agent A

Answer: A,B,D
NEW QUESTION # 61
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the case age report type.
• B. Create a report using the case historical trending report type.
• C. Create a report using the case lifecycle report type.
• D. Create a report using the case snapshot report type.

Answer: C
NEW QUESTION # 62
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

• A. Design a custom object to track credit requests and route them regionally using assignment rules
• B. Use cases to track the credit requests and route than to regional teams using assignment rules
• C. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
• D. Enable the self-service portal to generate logins for the hospital staff by region.

Answer: B
NEW QUESTION # 63
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.

• A. Create two data categories to display information (Question/Answer, Product Info).
• B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
• C. Create two article types to display information (Question/Answer, Product Info).
• D. Create three article types for each product area (Personal Banking, Mortgage, CD).

Answer: B,C
NEW QUESTION # 64
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