Provide Salesforce Service-Cloud-Consultant Practice Test Engine for Preparation
Detailed New Service-Cloud-Consultant Exam Questions for Concept Clearance
Professionals who achieve the Salesforce Service-Cloud-Consultant certification are recognized as experts in Salesforce Service Cloud and are equipped to deliver exceptional customer service experiences. Salesforce Certified Service cloud consultant certification not only validates the skills and knowledge of professionals but also opens up numerous career opportunities in the field of Salesforce Service Cloud. With the increasing demand for customer-centric solutions, the Salesforce Service-Cloud-Consultant certification is an excellent way to enhance your career prospects and gain a competitive edge in the job market.
Salesforce Service-Cloud-Consultant certification exam is an essential certification for professionals in the customer service industry who work with Salesforce. Salesforce Certified Service cloud consultant certification demonstrates a professional's ability to design, configure, and implement customer service solutions using Salesforce's Service Cloud platform. Salesforce Certified Service cloud consultant certification exam evaluates the candidate's knowledge of Salesforce's Service Cloud platform, customer service best practices, industry standards, and regulatory requirements. Successful completion of the exam validates the individual's expertise and knowledge and enhances their career prospects in the customer service industry.
NEW QUESTION # 56
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. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION # 57
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Enable and configure wildcards for article searches
- C. Restrict the Manage Articles user permission
- D. Set up an intuitive Data Category hierarchy
Answer: C,D
NEW QUESTION # 58
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the
quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Create a group of super users that will evaluate and manage articles.
- C. Send out a monthly survey to customers requesting feedback.
- D. Contact Salesforce to send a report on article efficacy.
Answer: A
NEW QUESTION # 59
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
- A. Build a dashboard to display individual performance by agent versus the team goal
- B. Lower the target for entire team to that of Agent A
- C. Document and share the practices of Agent A with the team via knowledge articles
- D. Update case assignment rules to route more cases to Agent A
- E. Review case history and activities for Agents B and C
Answer: A,C,E
NEW QUESTION # 60
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- C. Set up analytical snapshots to capture key case information and create historical trending reports.
- D. Set up a Salesforce Customer Community that will allow customers to create cases online.
Answer: B,D
NEW QUESTION # 61
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?
- A. Use case teams to close
- B. Use entitlements to define a process and milestones
- C. Use escalation rules
Answer: B
NEW QUESTION # 62
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- B. Configure the new app in developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: B
NEW QUESTION # 63
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Kanban
- B. Lean Development
- C. Extremen Programming
- D. Scrum
Answer: A
Explanation:
Explanation
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified References: : Kanban Methodology
NEW QUESTION # 64
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Project milestones
- B. Solution design document
- C. Requirements traceability matrix
- D. Project kickoff presentation
Answer: A,D
NEW QUESTION # 65
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)
- A. Number of total cases handled
- B. First contact resolution rate
- C. Total number of solutions created by agent
- D. Average number of knowledge articles published
Answer: A,B
NEW QUESTION # 66
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat public group.
- B. Verify that users are assigned the chat user profile.
- C. Verify that users are assigned the chat feature license.
- D. Verify that users have access to the chat buttons.
Answer: C
NEW QUESTION # 67
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Deliver the entire project simultaneously so as to present UC with a completed solution.
- B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- C. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
Answer: B
NEW QUESTION # 68
What should a consultant recommend service agents use?
- A. Paused now interviews Lightning Component.
- B. History tab on the Actions & Recommendations comporent.
- C. Recommendation Strategy Metrics related list.
- D. Einstein Next Best Action Strategy Guilder.
Answer: D
Explanation:
Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.
NEW QUESTION # 69
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use anassignment rule to assign new cases to the product manager
- B. Use Chatter case feed and case teams to monitor cases
- C. Use a workflow rule to send an email to the product manager
- D. Use an escalation rule to move cases into the product manager queue
Answer: C
NEW QUESTION # 70
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- B. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- C. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: B
NEW QUESTION # 71
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Category Visibility of AM Categories provides Public Read Only access.
- B. Data Categories no longer control access to articles.
- C. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
- D. Data Category Visibility of All Categories provides Public Read/Write access.
Answer: D
NEW QUESTION # 72
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use an Apex trigger
- B. Use a case assignment rule
- C. Use a workflow rule with an action
- D. Use a validation rule
Answer: C
NEW QUESTION # 73
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Follow-up emails related to a case will update the case comments
- C. Only one inbound email address can be used for Email-to-Case
- D. Assignment, escalation, and workflow rules are processed on inbound emails
Answer: A,B
NEW QUESTION # 74
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. Configure IVR routing to bypass Tier 1 for the product line.
- C. Create Knowledge Articles and publish internally and publicly.
- D. Create a dashboard to track and manage call volumes by type.
Answer: C
NEW QUESTION # 75
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Macros widget or utility must be added to the console.
- B. The Run Macros Action must be on the page layout.
- C. Publisher Actions used in the macros must be on the page layout.
- D. The Run Macros Permission must be granted to users.
- E. Users must use Lightning Experience.
Answer: C,D,E
NEW QUESTION # 76
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use Open CTI with Pop to flow to capture details.
- B. Use an auto-launched flow to capture details.
- C. Use a new customer Path on Contact to capture details.
- D. Use a global quick action to capture details.
Answer: B
NEW QUESTION # 77
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Create a self-service Help Center.
- B. Allow Comments on Knowledge articles.
- C. Implement Case Assignment Rules.
- D. Enable Chat in an Experience Cloud site.
Answer: A
Explanation:
Explanation
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features.
Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified References: Create a Self-Service Help Center
NEW QUESTION # 78
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