Service Cloud Cert Questions With Complete Solutions
A consultant is working on a service cloud implementation with
a fixed budget and timeline. The analysis phase of the project
has just been completed. Additional requirements were
discovered that will result in the project exceeding timeline and
budget constraints.
What is the first step the consultant should take to address the
issue?
A) Add development resources to the project team to build out
the additional requirements
B) Remove the requirements from the list and communicate the
change in scope to the project team
C) Document the gap between the original SOW and the current
requirements and communicate development options to the
project team
D) Adjust the dates in the project plan to account for the
additional requirements and communicate the new timeline of
the project to the team Correct Answer C) Document the gap
between the original SOW and the current requirements and
communicate development options to the project team
A contact center manager wants to measure improvements to
operations after the implementation of a new workforce
management system. Which metric can be used to assess the
success of the new workforce management system? Choose 2
answers.
A. Number of calls offered
B. Agent utilization
C. Schedule adherence
,D. Quality monitoring score Correct Answer B. Agent
utilization
C. Schedule adherence
A Sales Contact Center Manager would like to assess the ROI of
the Contact Center> Which three metrics should the Manager
use to access the ROI? (Choose 3)
A. Number of leads created
B. Opportunities per channel
C. Cost per call
D. Average queue time per agent Correct Answer A. Number
of leads created
B. Opportunities per channel
C. Cost per call
Articles to be suggested to agents based on the information they
are typing into the case Correct Answer Enable Knowledge
Sidebar setting in the case support settings
Data Migration strategy Steps Correct Answer Prepare, Plan,
Test, Execute, Validate(PPTEV)
If you want to deploy Service Console Considerations: Correct
Answer A) Assign Service Console Feature License
B) customize highlights panels for all objects
C) set up interaction logs and assign them to user profiles
Knowledge Data Migration (import articles) Correct Answer
Really only want to use if you have 100s or 1000 of records to
import
A separate .csv import file is uploaded for each article type.
, Attachments and .html files must be referenced in a
corresponding .zip
Each article must be associated to an article type.
OR prepare a single .csv file that can be used to migrate all
article types at once and include with a .properties file in a .zip
for import.
Can see the progress of your import by viewing article import
queue
Support agents need quick-view-only access to an external
database that stores over 100,000 known product bugs logged by
the product engineers. Which solution should a consultant
design to meet this requirement? Correct Answer A) Use
SOAP API to integrate with external database
B) Display product bug data in SF via Visualforce page
Support agents need quick-view-only access to an external
database that stores over 100,000 known product bugs logged by
the product engineers. Which solution should a consultant
design to meet this requirement? Correct Answer Use SOAP
API to integrate with external database
Display product bug data in SF via Visualforce page
To improve Performance of List Views: Correct Answer A)
Reduce the number of fields displayed
B) Filter the views by case owner
UC Is implementing salesforce knowledge and immediately
wants to begin building a repository of frequently asked
questions (FAQ) encountered by contact center agents. How can
this be accomplished?
A consultant is working on a service cloud implementation with
a fixed budget and timeline. The analysis phase of the project
has just been completed. Additional requirements were
discovered that will result in the project exceeding timeline and
budget constraints.
What is the first step the consultant should take to address the
issue?
A) Add development resources to the project team to build out
the additional requirements
B) Remove the requirements from the list and communicate the
change in scope to the project team
C) Document the gap between the original SOW and the current
requirements and communicate development options to the
project team
D) Adjust the dates in the project plan to account for the
additional requirements and communicate the new timeline of
the project to the team Correct Answer C) Document the gap
between the original SOW and the current requirements and
communicate development options to the project team
A contact center manager wants to measure improvements to
operations after the implementation of a new workforce
management system. Which metric can be used to assess the
success of the new workforce management system? Choose 2
answers.
A. Number of calls offered
B. Agent utilization
C. Schedule adherence
,D. Quality monitoring score Correct Answer B. Agent
utilization
C. Schedule adherence
A Sales Contact Center Manager would like to assess the ROI of
the Contact Center> Which three metrics should the Manager
use to access the ROI? (Choose 3)
A. Number of leads created
B. Opportunities per channel
C. Cost per call
D. Average queue time per agent Correct Answer A. Number
of leads created
B. Opportunities per channel
C. Cost per call
Articles to be suggested to agents based on the information they
are typing into the case Correct Answer Enable Knowledge
Sidebar setting in the case support settings
Data Migration strategy Steps Correct Answer Prepare, Plan,
Test, Execute, Validate(PPTEV)
If you want to deploy Service Console Considerations: Correct
Answer A) Assign Service Console Feature License
B) customize highlights panels for all objects
C) set up interaction logs and assign them to user profiles
Knowledge Data Migration (import articles) Correct Answer
Really only want to use if you have 100s or 1000 of records to
import
A separate .csv import file is uploaded for each article type.
, Attachments and .html files must be referenced in a
corresponding .zip
Each article must be associated to an article type.
OR prepare a single .csv file that can be used to migrate all
article types at once and include with a .properties file in a .zip
for import.
Can see the progress of your import by viewing article import
queue
Support agents need quick-view-only access to an external
database that stores over 100,000 known product bugs logged by
the product engineers. Which solution should a consultant
design to meet this requirement? Correct Answer A) Use
SOAP API to integrate with external database
B) Display product bug data in SF via Visualforce page
Support agents need quick-view-only access to an external
database that stores over 100,000 known product bugs logged by
the product engineers. Which solution should a consultant
design to meet this requirement? Correct Answer Use SOAP
API to integrate with external database
Display product bug data in SF via Visualforce page
To improve Performance of List Views: Correct Answer A)
Reduce the number of fields displayed
B) Filter the views by case owner
UC Is implementing salesforce knowledge and immediately
wants to begin building a repository of frequently asked
questions (FAQ) encountered by contact center agents. How can
this be accomplished?
