Service-Cloud-Consultant PDF Dumps Jan 14, 2024 Exam Questions – Valid Service-Cloud-Consultant Dumps
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NEW QUESTION # 95
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access
Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning
Knowledge?
Choose 2 answers
- A. Configure the Visualforce page to use the Lightning Design System.
- B. Remove Apex code references to the ArticleType field.
- C. Rename the Visualforce page to "Lightning Knowledge"
- D. Remove Apex code references to the Article RecordType field.
Answer: A,C
NEW QUESTION # 96
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Milestone Actions
- B. Scheduled Reports
- C. Process Builder Scheduled Actions
- D. Time-based Workflow Rules
Answer: B
NEW QUESTION # 97
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Use integrated voice response
- B. Increase the Call-to-Order ratio
- C. Use suggested Knowledge articles
- D. Bypass entitlement verification
Answer: A,C
NEW QUESTION # 98
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? (Choose 2)
- A. Enable Chatter for agent collaboration
- B. Enable Ideas in a customer portal
- C. Enable Live Agent to handle incoming service inquiries
- D. Create auto-response templates for incoming emails
Answer: A,C
NEW QUESTION # 99
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?
- A. Service Cloud portal (Customer Community)
- B. Partner portal
- C. Enterprise admin
- D. Sites
Answer: D
NEW QUESTION # 100
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Dynamic Form
- B. Apex Trigger
- C. Quick Action
- D. Scheduled flow
Answer: C
Explanation:
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack
NEW QUESTION # 101
When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.
- A. Case custom reports
- B. Case assignment rules
- C. Case queues
- D. Case dashboards
Answer: B,C
NEW QUESTION # 102
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable and use Chatter feed tracking on the case object.
- B. Create case teams and introduce swarming to resolve cases.
- C. Enable the Service Cloud Console and Knowledge sidebar for agents.
- D. Create escalation rules to re-assign cases after SLAs have expired.
Answer: A,B
NEW QUESTION # 103
When support agents are working on a case, the support manager at universal containers wants the agents to
see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the fields to the highlights panel
- B. Remove these fields from the page layout and add the components to the highlights panel.
- C. Add these fields to the page layout and add the components to the highlights panel
- D. Add the fields to the page layout and add the fields to the highlights panel.
Answer: D
NEW QUESTION # 104
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Requires the use of Transport Layout Security (TLS)
- B. Handles more the 10,000 emails a day
- C. Accepts attachments from emails
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION # 105
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Force.com IDE
- B. Agile
- C. Waterfall
- D. Kanban
Answer: B
NEW QUESTION # 106
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Post a web to case form on the site and assign the case to the specialist for completion.
- B. Create a screen-based flow accessible from the Experience site and internaly.
- C. Use email to case for the client to submit the relevant information to the specialist.
- D. Add a custom Lightning component to the site and the Case Lightning record page.
Answer: B
Explanation:
Explanation
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.flow_concepts_screenelement.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_overview.htm&type=5
NEW QUESTION # 107
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Live Agent
- B. Open CTI
- C. Salesforce Knowledge
- D. Salesforce for Twitter
Answer: C
NEW QUESTION # 108
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 Knowledge in a Service Cloud portal.
- B. Create auto response templates for emails.
- C. Enable Chatter for agent collaboration.
- D. Enable Ideas in a Service Cloud portal.
Answer: A,B
NEW QUESTION # 109
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Social Customer Service
- B. Digital Engagement Messaging
- C. Chat for Web and In-App
- D. Einstein Bo
Answer: D
Explanation:
Explanation
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5
NEW QUESTION # 110
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Web to case
- C. Email to case
- D. Webself service
Answer: D
NEW QUESTION # 111
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Method for social media management
- B. Share knowledge with the business partners
- C. Process for creating and maintaining knowledge
- D. Standard for managing customer support and delivery
Answer: B,C
NEW QUESTION # 112
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Use the Files Related List on each article to add files to your articles.
- B. Upload the files as Documents, then relate them to the migrated Articles.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Post the Files to the Chatter Feed on each Article.
Answer: B
NEW QUESTION # 113
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure Omni-channel to assign cases directly to Tier 2.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure IVR routing to bypass Tier 1 for the product line.
Answer: B
NEW QUESTION # 114
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