Service-Cloud-Consultant Exam Questions - Real & Updated Questions PDF
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Number of Questions: 60
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
NEW QUESTION 34
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Site consolidation
- B. Recovery point objective
- C. Criteria for plan activation
- D. Open access to systems
Answer: C
NEW QUESTION 35
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Filter the views by case owner
- B. Remove filter criteria from the views
- C. Reduce the number of fields displayed
- D. Restrict visibility of the views
Answer: A,C
NEW QUESTION 36
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Enable Ideas in a Service Cloud portal.
- C. Enable Knowledge in a Service Cloud portal.
- D. Create auto response templates for emails.
Answer: C,D
NEW QUESTION 37
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case report that displays all created or updated cases.
- B. Create a case queue for all created or updated cases.
- C. Create a case list view that is filtered by My Case Teams.
- D. Create an email alert notification for Case Teams.
Answer: B,D
NEW QUESTION 38
Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?
- A. Telephony
- B. Order Fulfillment
- C. Marketing
- D. Enterprise Resource Planning (ERP)
Answer: B
NEW QUESTION 39
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases in each status
- B. Number of cases by type by owner
- C. Number of solutions created per agent
- D. Number of cases created sorted by order
Answer: B,D
NEW QUESTION 40
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. Reduced issue resolution time
- B. A knowledge article life cycle that evolves based on usage and demand
- C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- D. Reduced first contact resolution
Answer: A,D
NEW QUESTION 41
Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)
- A. Make knowledge base articles and community answers accessible on its website.
- B. Redirect users from the company site to social media forums about the products.
- C. Hire contact center representatives that specialize in each of the product categories.
- D. Make contact center representatives accessible 24/7 to distribute the call volume.
Answer: A
NEW QUESTION 42
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Visibility and access to the work order records
- B. Case closure rules on the original case
- C. Total number of account and contact records in the database
- D. Account team relationship to the primary contact
- E. Work order and customer contact escalation requirements
Answer: A,B,E
NEW QUESTION 43
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Auto launch flow
- C. Visualforce custom page
- D. Salesforce Console for Service
Answer: D
NEW QUESTION 44
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- B. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- D. It does NOT require a software install for each call center user on a Windows-based PC.
- E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
Answer: B,C,E
NEW QUESTION 45
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Web-to-case
- B. Chat
- C. Email-to-case
- D. Social Customer Service
Answer: C
NEW QUESTION 46
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users
- B. Create a SoftPhone layout and assign to user profiles
- C. Assign the Salesforce users to the Call Center.
- D. Use Apex to create an adapter to work with third-party CTI systems
- E. Install an adapter from AppExchange to work with third-party CTI systems
Answer: B,C,E
NEW QUESTION 47
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Number of cases created using portal
- C. Average call handle time by team
- D. Number of IVR inquiries without agent involvement
Answer: A,B
NEW QUESTION 48
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Result may be slow when searching for records
- B. The Salesforce org may be slow during the data import
- C. Salesforce reporting speed may be affected
- D. Related lists on the case object may be slow to populate
Answer: A,C
NEW QUESTION 49
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