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Salesforce Certified Service cloud consultant Certification Sample Questions and Practice Exam
NEW QUESTION 123
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. Create a task related to the article with a reminder set for the article start date.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Set the article publish date to automatically display the article on the start datE.
Answer: D
NEW QUESTION 124
UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?
- A. Contact related list load time
- B. Contact report run time
- C. Contact view page load time
- D. Contact list view edit time
Answer: B
NEW QUESTION 125
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 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.
- B. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- C. 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
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
Answer: C
NEW QUESTION 126
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Self Service Portal
- C. Customer Portal
- D. Chatter feeds
Answer: D
NEW QUESTION 127
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Cases by Support Channels
- B. Average Call Handle Time
- C. Escalated Calls
- D. Knowledge Article Usage
- E. Number of Portal Logins per Day
Answer: A,D,E
NEW QUESTION 128
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?
- A. Assign article managers to public groups and specific article actions to each group.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to publication teams and specific publication states to each team.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: A
NEW QUESTION 129
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy based on the number of trainers available
- B. Deploy in phases using countries as pilots
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Migrate case data and deploy to all users at office
Answer: B
NEW QUESTION 130
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Service Console Knowledge Components
- B. Data Categories and Article Types
- C. Service Console Profile Assignments
- D. Data Categories and Article Actions
Answer: A,B
NEW QUESTION 131
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 132
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?
- A. Create an approval process to ensure only the appropriate cases get escalated.
- B. Create a custom trigger to generate history when cases get escalated between tiers.
- C. Create a case report to show all cases across tiers filtered by an escalation flag.
- D. Create a case report to show the number of cases for each tier and sort them by case owner.
Answer: C
NEW QUESTION 133
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Deletes posts
- C. Returns a link that returns a post with the same reference
Answer: C
NEW QUESTION 134
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate closed cases with milestones and entitlements
- B. Migrate open and closed cases with milestones and entitlements
- C. Migrate closed cases to a custom read-only object
- D. Migrate open and closed cases without milestones and entitlements
Answer: A
NEW QUESTION 135
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. A knowledge article life cycle that evolves based on usage and demand
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced first contact resolution
- D. Reduced issue resolution time
Answer: C,D
NEW QUESTION 136
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts, contacts, cases, users
- B. Users, contacts, accounts, cases
- C. Users, accounts, contacts, cases
- D. Accounts cases, users, contacts
Answer: C
NEW QUESTION 137
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Assign the correct Salesforce users to the Call Center.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Enable Live Agent in their community to chat with an agent.
- E. Install an adapter from AppExdiange to work with third-party cn systems.
Answer: A,B,E
NEW QUESTION 138
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. Enable the Knowledge sidebar setting in the case support settings.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
Answer: C
NEW QUESTION 139
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Embedded Chat Service
- C. Customer Community
- D. Case Assignment Rules
Answer: B
NEW QUESTION 140
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Enable agents to transfer calls to other agents
- B. Prioritize customer calls based on their SLA
- C. Implement a customer self-service portal
- D. Cross-train agents on both product lines
Answer: C,D
NEW QUESTION 141
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 Types
- B. Support Processes
- C. Record Types
- D. Approval Processes
Answer: B,C
NEW QUESTION 142
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 IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Average call handle time by team
Answer: B,C
NEW QUESTION 143
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