Service-Cloud-Consultant Actual Questions Answers PDF 100% Cover Real Exam Questions
Service-Cloud-Consultant Exam questions and answers
Who should take the Service-Cloud-Consultant exam
The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
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.
- 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.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
NEW QUESTION 199
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- B. Article permission sets allow agents to participate in the article publishing process
- C. Articles CANNOT be published until they are reviewed and validated by a qualified author
- D. Approval process CANNOT allow publishing of articles that have specific validation statuses
Answer: B
NEW QUESTION 200
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.
- A. Escalation rule to ignore business hours based on case criteria
- B. Validation rules on case process field
- C. Workflow rule
Answer: A
NEW QUESTION 201
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. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- C. Configure the case list under custom console components so users can view the list view along with the case view
- D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
Answer: B
NEW QUESTION 202
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case assignment rules
- C. Case queues
- D. Case custom reports
Answer: B,C
NEW QUESTION 203
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Use Twitter-to-Case and add workflow rules to the case object
- C. Use the routing queues provided with Salesforce for Twitter and Facebook
- D. Enable social profile and add workflow rules to the contact object
Answer: A
NEW QUESTION 204
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Create at least two different data categories.
- C. Grant managers the Manage Data Categories permission.
- D. Grant managers the Manage Salesforce Knowledge permission.
- E. Create at least two different article types.
Answer: A,D,E
NEW QUESTION 205
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,C,E
NEW QUESTION 206
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Better reporting
- B. Simpler and easier to configure
- C. Access to custom objects
- D. Branded site
Answer: A,C,D
NEW QUESTION 207
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to
ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports
these requirements?
- A. Allow agents to create Knowledge articles when closing a case.
- B. Add the Submit Feedback button to articles.
- C. Add the Submit Feedback button on the Solutions tab.
- D. Require agents to create Knowledge articles when opening a case.
Answer: A
NEW QUESTION 208
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. Cross-train agents on both product lines
- B. Implement a customer self-service portal
- C. Prioritize customer calls based on their SLA
- D. Enable agents to transfer calls to other agents
Answer: A,B
NEW QUESTION 209
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Cases created by type.
- B. Average case stage duration.
- C. Case volume by channel.
- D. Open cases by reason.
Answer: B
NEW QUESTION 210
Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Case teams
- B. Auto-response rules
- C. Workflow rules
- D. Escalation rules
Answer: A,C
NEW QUESTION 211
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs with Case Subtabs
- C. Case tabs with Account subtabs
- D. Account tabs and Cases tab
Answer: A
NEW QUESTION 212
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 213
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Salesforce social profile on contacts.
- B. Integrate Facebook to its existing Customer Community.
- C. Create a Lightning Platform app for Facebook monitoring.
- D. Enable Social Customer Service.
Answer: A
NEW QUESTION 214
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles
from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that
matches its structure and content. - B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a
properties file in a .zip for import. - C. Convert any articles containing HTML into plain text before importing because HTML is NOT
supported in any article field types. - D. Verify that each article type has field level security on all fields set to read-only prior to import, in order
to prevent any loss of data.
Answer: B
NEW QUESTION 215
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Create the data categories and set up the data category values.
- B. Set up the article actions and assign publishers to each action
- C. Create the custom fields for the slide type
- D. Set the publication status of the article tame to draft status
- E. Set up a zip file that contains the CSV, HTML, and image files.
Answer: A,B,E
NEW QUESTION 216
Universal Containers is implementing an entitlement process to measure customer service level agreements
(SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalation rule queue to confirm service levels are met
- B. Representing metrics such as first-response and resolution time on cases
- C. Identifying the customer contact associated with a particular stage of a service contract
- D. Displaying whether a case response complies with a customer's service level agreement
Answer: B,D
NEW QUESTION 217
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help
desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to
determine the quality of the articles? (Choose 2)
- A. Report on agent ratings on articles
- B. Report on articles followed in Chatter.
- C. Report on agent feedback on articles
- D. Report on the articles attached in cases.
Answer: A,D
NEW QUESTION 218
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure a chat validation rule.
- B. Configure lightning guided engagement.
- C. Customize the pre-chat form.
- D. Customize the lightning console that page.
Answer: C
NEW QUESTION 219
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. Accepts email attachments larger than 10 MB
- B. Accepts attachments from emails
- C. Requires the use of Transport Layout Security (TLS)
- D. Handles more the 10,000 emails a day
Answer: A
NEW QUESTION 220
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?
- A. Bookmark all the comments related to the issue from SMEs
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. @mention the SMEs on the case Chatter feed and follow the case
- D. Follow the SMEs to receive automatic updates when they add case comments
Answer: C
NEW QUESTION 221
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Partner portal
- B. Force.com Web Services API
- C. Customer portalPartner portal
- D. Force.com Sites
- E. Self-service portal
Answer: B,D
NEW QUESTION 222
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Interactive voice response
- B. Private branch exchange
- C. Workforce management
- D. Skills -based routing
Answer: D
NEW QUESTION 223
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