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Salesforce Certified Service cloud consultant Sample Questions (Q53-Q58):

NEW QUESTION # 53
For which purpose should a contact center use visual workflow?

• A. To assign follow-up tasks to an agent one week after a case is closed.
• B. To automate business processes for agents who troubleshoot customer support issues via phone.
• C. To automatically assign cases to a specific queue based on the customer support level.
• D. To escalate a case to the support manager if it has been open for more than 72 hours.

Answer: B
NEW QUESTION # 54
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and
needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

• A. Accepts attachments from emails
• B. Accepts email attachments larger than 10 MB
• C. Handles more the 10,000 emails a day
• D. Requires the use of Transport Layout Security (TLS)

Answer: B
NEW QUESTION # 55
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

• A. Omni channel
• B. Appexchange solution
• C. Custom lightning component
• D. Social Conversation component

Answer: D
NEW QUESTION # 56
Which document should be created to support the initial planning phase of animplementation project? (Choose
2)

• A. Project milestones
• B. Requirements traceability matrix
• C. Solution design document
• D. Project kickoff presentation

Answer: A,D
NEW QUESTION # 57
Universal Containers needs to 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 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.
Which two solutions should a consultant recommend? Choose 2 answers

• A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
• B. Import payment data into Salesforce and add to the contact page layout as a related list.
• C. Create a custom tab of type URL that displays a search page from the billing system.
• D. Use Lightning Connect to connect and access data in real-time from the billing system.

Answer: A,C
NEW QUESTION # 58
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