Service-Cloud-Consultant PDF Dumps | Sep 16, 2022 Recently Updated Questions
Service-Cloud-Consultant Exam Questions – Valid Service-Cloud-Consultant Dumps Pdf
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- 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.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- 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.
NEW QUESTION 129
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Notify customers once the upgrade is completed and full services are restored.
- B. Send routine status updates to customers via Chatter during the upgrade.
- C. Publish ongoing updates to the community knowledge base with details about the upgrade.
- D. Communicate information about the upgrade to customers in advance.
- E. Replace the default outage page with a custom page containing upgrade information.
Answer: A,D,E
NEW QUESTION 130
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- B. Enable the "History" component within the Salesforce Console for Service.
- C. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- D. Enable the "Access Recent Items" user permission on the user profiles.
Answer: B
NEW QUESTION 131
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Implement Field Service Lightning.
- C. Configure Visual Flows on Salesforce mobile.
- D. Integrate with an enterprise resource planning system.
Answer: D
NEW QUESTION 132
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?
- A. Normalize database
- B. Develop data map
- C. Perform data cleaning
- D. Enable data validation rules
Answer: B,C
NEW QUESTION 133
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Publish articles to the Web using Salesforce Publisher.
- B. Display articles with HTML, images, and links.
- C. Display articles in a public knowledge base.
- D. Displayarticles in Salesforce Answers.
Answer: B,C
NEW QUESTION 134
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. Both Service Reps can chat with the customer
- C. The Customer is shown the new Rep's name
- D. The Customer doesn't know they were transferred
Answer: A,C
NEW QUESTION 135
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Create a Visualforce page called Knowledge sidebar on the case page layout.
- B. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- C. Enable the Knowledge sidebar related list on the case page layout.
- D. Enable the Knowledge sidebar setting in the case support settings.
Answer: A
NEW QUESTION 136
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. Time spent by account year-to-date
- B. New cases opened by account channel
- C. Escalated cases by account month-to-date
- D. High priority cases opened by account month-to-date
Answer: C,D
NEW QUESTION 137
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live
Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users are assigned the Live Agent user profile.
- C. Verify that users are assigned the Live Agent feature license.
- D. Verify that users have access to the Live Agent public group.
Answer: B
NEW QUESTION 138
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Workflow
- B. Assignment rule
- C. Validation rule
- D. A Process Builder
Answer: D
NEW QUESTION 139
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Visual Workflow
- B. Quick Text
- C. Lightning Guided Engagement
- D. Macros
Answer: B,D
NEW QUESTION 140
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- B. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- C. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- D. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
Answer: D
NEW QUESTION 141
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue
- B. Validation Rules for Article Types to verify all fields during creation
- C. Knowledge Action to Publish an Article once the Article is approved
- D. Data Category to assign an Article Type to a Reviewer
Answer: B,D
NEW QUESTION 142
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Time and Attendance
- C. Interactive Voice Response
- D. Automatic Call Distributor
Answer: C
NEW QUESTION 143
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. Customer Community Plus
- C. High Volume Customer Portal
- D. Customer Community
Answer: D
NEW QUESTION 144
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Push Notifications
- B. Omni-channel Supervisor
- C. Next Best Actions
- D. Case Feed
Answer: B
NEW QUESTION 145
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Omni-channel
- B. Case milestones
- C. Case escalation
- D. Entitlements
Answer: A,C,D
NEW QUESTION 146
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Enable templates for written responses.
- B. Employ surveys to confirm customer satisfaction.
- C. Improve the agent interface.
- D. Increase the number of agents.
Answer: A,B
NEW QUESTION 147
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based roles to restrict access using data categories
- B. Create geography-based roles to restrict access by mapping article types
- C. Create geography-based profiles to restrict access using data categories
- D. Create geography-based profiles to restrict access by mapping article types
Answer: A
NEW QUESTION 148
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
Answer: B
NEW QUESTION 149
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
- A. Automatic Call Distribution
- B. Computer Telephony Integration
- C. Interactive Voice Response
- D. Order Management System
Answer: C
NEW QUESTION 150
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