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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q141-Q146):
NEW QUESTION # 141
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
- A. Monitor service level agreements (SLAs) and notify customers.
- B. Update the case status field values.
- C. Deliver training on case handling for contingent staff.
- D. Disable the Interactive Voice Response system.
- E. Route cases to agents in an alternate center.
Answer: A,C,E
NEW QUESTION # 142
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Cases
- B. Contracts and SLASs
- C. Contacts
- D. Chatter Answers
Answer: C,D
NEW QUESTION # 143
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?
- A. Omni-channel Skills-based routing
- B. Case Skills-based Assignment Rules
- C. Omni-channel Queue-based routing
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION # 144
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. 100,000
- C. 0
- D. 1
- E. You cannot import Assets via Import Wizard
Answer: E
NEW QUESTION # 145
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Assign Users to Omni Channel permissions
- B. Assign Users to the Omni Channel Feature License
- C. Contact Salesforce to have Omni Channel enabled
- D. Enable Omni Channel by clicking Settings in Setup
Answer: D
NEW QUESTION # 146
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