Salesforce Service Cloud Consultant Quiz 43 Topic 3 Questions 211-215

Question: 1

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.

Which feature should a Consultant implement to address this concern?

AConfigure Macros

BMultiple Monitors Components

CCollapsible Sidebar Components

DConsole Keyboard Shortcuts

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Question: 2

Auto Response rules work on which objects?

ALeads and Cases

BLeads and accounts

CAccounts and Opportunity

DAccounts and Cases

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Question: 3

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

AReads the case

BAdds a related comment to the case

CAdds an activity or sends an email from the case record

DEdits the case

EAll of the above

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Question: 4

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

ADisplay product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

BUse Web Services API to integrate the external database with Salesforce

CCreate a custom product bug object and import data into Salesforce

DUse Bulk API to load the product bug data into Salesforce

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Question: 5

A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

AUse auto response rule to send an email

BUse escalation rule to send an email

CSupervisors to investigate those cases

DIdentify those cases and assign to the closure team

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Salesforce Service Cloud Consultant Quiz:43 Topic:3 Questions:211-215