Free Service-Cloud-Consultant Exam Braindumps

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

1. A. CTI Adapter configuration
2. B. Lightning Console enablement
3. C. Call Center Definition File creation
4. D. Service Console case creation configuration

Correct Answer: AC

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

1. A. Auto launch flow
2. B. Salesforce Console for Service
3. C. Visualforce custom page Questions & Answers PDF Page 6
4. D. Process Builder

Correct Answer: B

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

1. A. Both Service Reps can chat with the Customer.
2. B. The Customer does not know they were transferred.
3. C. The Chat Transcript and Case are transferred.
4. D. The Customer is shown the new Representative's Name

Correct Answer: CD

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

1. A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
2. B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
3. C. Deliver the entire project simultaneously so as to present UC with a completed solution.
4. D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Correct Answer: B

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

1. A. omni Channel
2. B. Contact Request
3. C. Field Service
4. D. Mobile Connect

Correct Answer: C