Salesforce Service Cloud Consultant Quiz 23 Topic 9 Questions 111-115

Question: 1

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

ACreate a Dashboard for each Region.

BCreate a single Dashboard with a Region filter.

CCreate a Dashboard for each Case Team.

DCreate a single Dashboard with a Case Team filter.

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Question: 2

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

AConfigure Omni-Channel Supervisor tab and 3rd party access.

BConfigure Live Agent Supervisor tab and Whisper Messages.

CAdd the Live Agent Component to the Utility bar.

DConfigure the SOS snap-in for the Lightning Service Console.

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Question: 3

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

AImplement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

BEnable the Knowledge sidebar related list on the case page layout.

CEnable the Knowledge sidebar setting in the case support settings.

DCreate a Visualforce page called Knowledge sidebar on the case page layout.

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Question: 4

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

AOmni-channel Skills-based routing

BLive Agent Queue-based routing

COmni-channel Queue-based routing

DCase Skills-based Assignment Rules

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Question: 5

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

AAssign a single agent to create the activities on all new onboarding cases.

BProvide a macro that will automatically create the activities when executed.

CAdd an object-specific custom quick action to create new activities.

DHire a certified developer to write an apex trigger that creates each new activity.

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Salesforce Service Cloud Consultant Quiz:23 Topic:9 Questions:111-115