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Salesforce Certified Service cloud consultant Sample Questions (Q49-Q54):

NEW QUESTION # 49
Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known
product bugs logged by the product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)

• A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
• B. Use Web Services API to integrate the external database with Salesforce
• C. Create a custom product bug object and import data into Salesforce
• D. Use Bulk API to load the product bug data into Salesforce

Answer: A,B
NEW QUESTION # 50
A manager would like information on the knowledge base searches conducted by customers and call center
agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A. Number of knowledge articles in each data category.
• B. Knowledge search query with no results.
• C. Knowledge articles with the lowest rating.
• D. Knowledge articles created by call center agents.

Answer: B,C
NEW QUESTION # 51
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

• A. customer satisfaction Survey
• B. Customer Support Requests
• C. Net promoter Score
• D. Service Level Agreement
• E. Customer Purchase History

Answer: A,C,E
NEW QUESTION # 52
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

• A. Coach users on minimizing open console tabs.
• B. Allow the user to log into Live Agent from multiple browsers.
• C. Add additional components to the Lightning console.
• D. Ensure each laptop has a modern browser installed.

Answer: A,D
NEW QUESTION # 53
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?

• A. Build a repository of Knowledge articles related to integration and share it with the customer.
• B. Create a related child case and assign the child case to the product development team.
• C. Enable Chatter case feed and add product development team members to the case team.
• D. Create a private Chatter group with customers and invite key individuals to join the group.

Answer: D
NEW QUESTION # 54
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