Infosys Certified Salesforce Service Cloud Consultant
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Join Premium10 Infosys Certified Salesforce Service Cloud Consultant practice questions with answers
Real Lex exam-pattern multiple-choice questions for the Infosys Certified Salesforce Service Cloud Consultant certification. Each question includes the correct answer. The full question bank is available to Premium members.
- Question 1
A contact center manager wants to measure improvements to operations after the implementation of new workforce management system. Which two metrics can be used to access the success of the new workforce management system?
- ✓
Agent utilization
Correct - B
Number of calls offered
- C
Quality monitoring score
- D
Agent utilization
- ✓
- Question 2
Business users have requested that the Administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished?
- ✓
Build a custom Visualforce page with the list view and assign it to the console sidebar
Correct - B
Recommend opening the case list view in a seperate browser tab and use the window alongside the case view
- C
Enable the list to be pinned in the console, this allows users to view the list alongside the case view in the console
- D
Configure the case list under custom console components so users can view the list view along with the case view
- ✓
- Question 3
Adminstrator at ALB Foods wants to quickly setup self service portals, email-to-case and live chat using wizard which helps him with step by step configuration. How can this be accomplished?
- ✓
Setup
Correct - B
Service Setup
- C
Service Console
- D
Personal Setup
- ✓
- Question 4
A contact center manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement?
- ✓
Customer support requests
Correct - B
Customer purchase history
- C
Customer satisfaction survey
- D
Service level agreement
- E
Net promotor score
- ✓
- Question 5
What can a post chat page usually contain? Select all that apply.
- ✓
Form to take input details of customers like their name, email
Correct - B
Used to add a link to take survey from customer
- C
Can help in making cross -sales
- D
Helps in deploying bots that wish good bye to customers
- ✓
- Question 6
A Service manager has just configured chat at a company site. Now, the agents cannot see the chat footer component in the console. Which configuration option should be verified?
- ✓
Verify that users are assigned the Chat user profile
Correct - B
Verify that users are assigned the Chat public group
- C
Verify that users are assigned the Chat buttons
- D
Verify that users are assigned the Chat feature license
- ✓
- Question 7
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs?
- ✓
All open cases by priority
Correct - B
All cases by customer
- C
All open cases by channel
- D
All cases closed month-to-date
- E
Case resolution time
- ✓
- Question 8
How can you ensure to reduce costs that incur to manage customer service team in your Org?
- ✓
By laying off customer service reps
Correct - B
Service Console
- C
Proactively making calls to customers to find out the issues of the customers
- D
Using IVR
- ✓
- Question 9
ALB Foods has an upcoming maintenance window where read-only access will be available. Which two actions ALB Foods will be able to perform during this window?
- ✓
Run and view Salesforce reports
Correct - B
Update case data for a customer
- C
Post report information on Chatter
- D
Review existing cases for an account
- ✓
- Question 10
Which of the following are some routine issues that can be solved by a bots? Select all that apply.
- ✓
Password reset status
Correct - B
Order status
- C
Generate report on Service Rep's Performance
- D
Monitoring debug log
- ✓
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