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Free Salesforce Service-Con-201 Exam Questions (page: 5)

Page 5 of 59
PDF with 290 Questions

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.

What should a consultant recommend to meet the requirements and help service agents?

  1. Enable lookup filters.
  2. Configure a Quick Action.
  3. Set OWD sharing to Private.

Answer(s): A

Explanation:

Lookup filters can be used to restrict the Entitlements that service agents can select based on specific criteria, such as the account associated with the case. By enabling lookup filters, Cloud Kicks can ensure that agents are only presented with relevant entitlements, reducing the risk of selecting incorrect entitlements and improving the support process's efficiency.



Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

  1. Macros
  2. Quick action
  3. Flow

Answer(s): A

Explanation:

Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.



Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self- service.

What should the consultant recommend?

  1. Have customers search the Knowledge base for solutions.
  2. Provide a toll-free customer support phone number.
  3. Create an Experience Cloud site for customers.

Answer(s): C

Explanation:

An Experience Cloud site can serve as a self-service customer portal, providing access to a knowledge base, support resources, and community forums where customers can find answers, log cases, and interact with each other and the organization. This solution aligns with the goal of facilitating customer self-service and complements the existing CTI system, Knowledge base, and Einstein Chatbots.



Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.

What should the consultant recommend to decrease case closure time?

  1. Add data category groups.
  2. Create synonym groups.
  3. Enable Suggested Articles.

Answer(s): C

Explanation:

Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations based on case details, helping them find relevant information faster. This feature can decrease case closure times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the overall support experience.



Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

  1. Create a folder for each product line and share them with public groups.
  2. Set the organization-wide default to Private and create sharing rules to share them with roles.
  3. Add a permission set for Read access to the appropriate product line.

Answer(s): A

Explanation:

By creating a separate folder for quick texts for each product line and sharing these folders with respective public groups associated with each product line's support reps, Universal Containers can ensure that support reps have access only to the quick texts relevant to their product line. This approach maintains organized access control and supports standardization while catering to the unique needs of each product line.



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