[Dec-2021] Salesforce Service-Cloud-Consultant Official Cert Guide PDF
Exam Service-Cloud-Consultant: Salesforce Certified Service cloud consultant - Dumpexams
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NEW QUESTION 35
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Enable the self-service portal to generate logins for the hospital staff by region.
- C. Design a custom object to track credit requests and route them regionally using assignment rules
- D. Use cases to track the credit requests and route than to regional teams using assignment rules
Answer: D
NEW QUESTION 36
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Case Assignment Rules
- B. Omni Channel
- C. Process Builder Assignment
- D. Live Agent
Answer: B
NEW QUESTION 37
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Twitter Macro
- B. The Case Feed
- C. The Social Feed
- D. A Custom Component
Answer: B
NEW QUESTION 38
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Define a custom List View.
- B. Add History to the Utility bar.
- C. Use a second Console session.
- D. Keep all open in tabs.
Answer: B
NEW QUESTION 39
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Customize the Pre-chat form.
- C. Customize the Lightning Console chat page.
- D. Configure Lightning Guided Engagement.
Answer: B
NEW QUESTION 40
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to update fields in the database.
- B. Apex code must be used to update fields in the database.
- C. Only one version of a flow can be activated at a time.
- D. Apex code must be used to pass data to legacy systems.
- E. Elements can be used to pass data to legacy systems.
Answer: B,C,E
NEW QUESTION 41
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Salesforce Console
- C. Entitlements and Milestones
- D. Case Assignment
Answer: C
NEW QUESTION 42
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they
use?
- A. On Demand Email to Case
- B. Community
- C. Email to Case
- D. Web to Case
Answer: C
NEW QUESTION 43
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Access to custom objects
- C. Better reporting
- D. Branded site
Answer: B,C,D
NEW QUESTION 44
Business Users have requested that the salesforce 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?
- A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- B. Build a customer visual force page with the list view and assign it to the console sidebar.
- 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
Answer: C
NEW QUESTION 45
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Support Processes
- B. Approval Processes
- C. Support Types
- D. Record Types
Answer: A,D
NEW QUESTION 46
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet
this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Leverage Live Agent for web-based chat.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Knowledge on a portal.
Answer: B,D
NEW QUESTION 47
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Create a task related to the article with a reminder set for the article start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: A
NEW QUESTION 48
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Useintegrated voice response
- B. Use suggested Knowledge articles
- C. Increase the Call-to-Order ratio
- D. Bypass entitlement verification
Answer: A,B
NEW QUESTION 49
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Classic Knowledge
- B. Lightning Knowledge
- C. Salesforce Content
- D. Salesforce Files
Answer: A
NEW QUESTION 50
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
- B. Set up IVR with an automated response for customers affected by the recall to defect calls.
- C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
Answer: B
NEW QUESTION 51
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. Send routine status updates to customers via Chatter during the upgrade.
- B. Communicate information about the upgrade to customers in advance.
- C. Notify customers once the upgrade is completed and full services are restored.
- D. Replace the default outage page with a custom page containing upgrade information.
- E. Publish ongoing updates to the community knowledge base with details about the upgrade.
Answer: B,C,D
NEW QUESTION 52
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. Computer Telephony Integration
- B. Order Management System
- C. Interactive Voice Response
- D. Automatic Call Distribution
Answer: C
NEW QUESTION 53
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. An AppExchange package
- C. Email-to-Case
- D. web-to-Case
Answer: A
NEW QUESTION 54
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