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Salesforce Certified Service cloud consultant Sample Questions (Q167-Q172):

NEW QUESTION # 167
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A. On-Demand Email-to-Case
B. An AppExchange package
C. web-to-Case
D. Email-to-Case

Answer: A

Explanation:
Explanation
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case

NEW QUESTION # 168
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

A. Lightning Knowledge
B. Quick text template
C. Custom case actions

Answer: C

Explanation:
To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.

NEW QUESTION # 169
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge
Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A. Ensure that each image does NOT exceed the maximum of 25 MB
B. Convert all images to .jpeg, as this is the only supported file type
C. Include images in an .html file using the image tag and src attribute
D. Upload the images into Salesforce prior to importing the articles

Answer: C

NEW QUESTION # 170
How should a consultant configure a report that shows the average number of days that Cases stay open?

A. Create a formula field on Case to calculate the average age.
B. Create a report snapshot of the number of open Cases each day.
C. Use the standard Case age field on the resort.

Answer: A

Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.

NEW QUESTION # 171
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Most Linked Articles
B. Top Articles sorted descending
C. Search Activity Gaps
D. Most Revised Articles

Answer: A

NEW QUESTION # 172
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