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Service-Cloud-Consultant – Salesforce Certified Service cloud consultant (WI23)

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Showing 13–15 of 20 questions

Question 13

universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

Select an option, then click Submit answer.

  • ○

    Omni channel
  • ○

    Appexchange solution
  • ○

    Custom lightning component
  • ○

    Social Conversation component
Question 14

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.

Which solution will create and route the field service dispatch record when the case is saved?

Select an option, then click Submit answer.

  • ○

    Use a workflow rule with an action
  • ○

    Use a validation rule
  • ○

    Use a case assignment rule
  • ○

    Use an Apex trigger
Question 15

Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After

providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

Select an option, then click Submit answer.

  • ○

    Computer Telephony Integration
  • ○

    Interactive Voice Response
  • ○

    Automatic Call Distribution
  • ○

    Order Management System