Prepare for your Sales Cloud Consultant Certification Exam exams.
Question — (Multiple Choices)
Universal Containers (UC) created a new mobile app that enables customers to place orders and
track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two
features should be added to meet this requirement? Choose 2 answers
Answer:C, D
Question — (Single Choice)
Universal Containers runs a support operation with multiple call centers. The Support Manager
wants to measure first - call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
Answer:D
Question — (Single Choice)
Universal Containers has a single contact center that handles all service requests including chat,
Cases, and web form submissions. It is important that Reps are assigned work evenly so that all
requests are handled in the order they are received.
How would a Consultant address this requirement?
Answer:B
Question — (Multiple Choices)
The Contact Center at Universal Containers wants to increase its profit margins by promoting call
deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
Answer:A, B
Question — (Multiple Choices)
Support agents need to verify that customers are eligible to receive customer support before they
can update the Which two objects are used to verify that a customer is entitled to receive support?
Choose 2 answers
Answer:A, C
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