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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q109-Q114):

NEW QUESTION # 109
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Validation Rules
B. Service Analytics Predictions
C. Einstein Reply Recommendations
D. Einstein Next Best Action

Answer: B

NEW QUESTION # 110
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Post the Files to the Chatter Feed on each Article.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Upload the files as Documents, then relate them to the migrated Articles.
D. Use the Files Related List on each article to add files to your articles.

Answer: D

NEW QUESTION # 111
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers

A. Number of sales queues
B. Number of leads created
C. Cost per call
D. Opportunities per channel
E. Average queue time per agent

Answer: B,C,D

NEW QUESTION # 112
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A. Field Service Lightning
B. Lightning Console
C. Salesforce Mobile App
D. Employee Community

Answer: A

NEW QUESTION # 113
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. Average number of knowledge articles published
B. First contact resolution rate
C. Total number of solutions created by agent
D. Number of total cases handled

Answer: B,D

NEW QUESTION # 114
......

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