Certified Service Cloud Consultant: Salesforce Certified Service Cloud Consultant Universal Practice Questions

Universal Container's agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers

Select 2 answers.

• AA. Add multiple ELSE IF blocks after the IF block
• BB. Add conditional logic to the instructions
• CC. Create a formula to build the macro logic around
• DD. Add a formula block to the macro

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

Select 2 answers.

• AA. Contracts and SLASs
• BB. Chatter Answers
• CC. Contacts
• DD. Cases

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

• AA. Entitlement processes, milestones, milestone actions, and entitlements
• BB. Entitlement processes, contracts, contract line Items, and entitlements
• CC. Entitlement processes, contract line items, milestones, and entitlements
• DD. Entitlement processes, contracts, milestones, and milestone actions

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers

Select 2 answers.

• AA. Simplify the interactive voice response (IVR) tree.
• BB. Set up Email-to-Case.
• CC. Use Assignment rules and case queues.
• DD. Add additional agents to lower average hold time.

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?

• AA. Configure Case Escalation Rules.
• BB. Define Entitlement and Milestones.
• CC. Use Process Builder with Scheduled Actions
• DD. Enable Omni-Channel Routing.

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?

• AA. Social Persona for Twitter and Facebook.
• BB. Social Media Marketing message tagging.
• CC. Social Customer Service for Twitter and Facebook.
• DD. Einstein Bot social queues.

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?

• AA. Allow Comments on Knowledge articles.
• BB. Implement Case Assignment Rules.
• CC. Enable Chat in an Experience Cloud site.
• DD. Create a self-service Help Center.

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Which factor should a Consultant consider as part of the migration strategy?

• AA. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
• BB. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
• CC. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• DD. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.