Free Service-Cloud-Consultant Exam Braindumps

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

1. A. Define Case Auto-Response Rules.
2. B. Establish Case Assignment Rules.
3. C. Create a Process Builder with Scheduled Actions.
4. D. Configure Case Escalation Rules.

Correct Answer: D

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

1. A. Create a report using the Case Lifecyle report type
2. B. Create a report using the Case age report type
3. C. Create a report using the Case snapshot report type
4. D. Create a report using the Case historical trending report type

Correct Answer: A

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

1. A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
2. B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
3. C. Set up analytical snapshots to capture key case information and create historical trending reports.
4. D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Correct Answer: AD

Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?

1. A. Create a sharing rule to share the contact record with the community member.
2. B. Change the org-wide default for cases and contacts internal access to private.
3. C. Set up a sharing set to grant access based on the community member’s contact record.
4. D. Update the case assignment rule to add the community member to the predefined case team.

Correct Answer: C

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

1. A. Prioritize the requirements based on who submitted them.
2. B. Identify the requirements needed for initial GoLive.
3. C. Provide a timeline that addresses all the requirements.
4. D. Organize the requirements from largest to smallest.

Correct Answer: B