[Dec 08, 2024] 100% Pass Guarantee for Service-Cloud-Consultant Dumps with Actual Exam Questions
Today Updated Service-Cloud-Consultant Exam Dumps Actual Questions
Salesforce Service-Cloud-Consultant exam consists of 60 multiple-choice questions that must be answered within 105 minutes. Service-Cloud-Consultant exam covers a variety of topics, including Service Cloud features, design considerations, and best practices for implementing and managing Service Cloud solutions. To pass the exam, candidates must obtain a minimum score of 68%.
NEW QUESTION # 94
Universal Containers would like to provide their contact center agents with a map image of their customers
location based on the Shipping Address of their Account Record. What should a consultant recommend as part
of the solution?
- A. An outbound message to a middleware platform to provide map details
- B. A mashup integration on the Account page to a third-party mapping service
- C. A Web Service call-out that retrieves map details from the backend system
- D. A custom tab of type URL that displays a map image of customer location
Answer: B
NEW QUESTION # 95
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Comments List View
- B. Comment Search Component
- C. Global Search
- D. Search Utility Component
Answer: C
Explanation:
Explanation
Global Search is the search mechanism that should be used to find case comments from within the Lightning Service Console. Global Search is a feature that allows you to search for records or information across multiple objects and fields in Salesforce. Global Search can be used to find case comments by entering keywords or phrases in the search box at the top of the Service Console. Global Search can also be used to filter the search results by object, owner, date, or other criteria. Verified References: [Service Cloud Consultant Certification Guide & Tips], Search for Information in Salesforce
NEW QUESTION # 96
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Custom lightning component
- C. Omni channel
- D. Appexchange solution
Answer: A
Explanation:
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
:https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
NEW QUESTION # 97
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Install the Data Quality Analysis Dashboards from the AppExchange.
- B. Import the records and use Duplicate Management.
- C. Deduplicate the data before importing into Salesforce,
- D. Import the records and create a workflow rule to change the data type.
- E. Standardize all rows to match Salesforce data types.
Answer: A,C,E
Explanation:
Explanation
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5
NEW QUESTION # 98
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.
- A. Experience Cloud Create Case Form
- B. Web-to-Case
- C. On-Demand Email-to-Case
- D. Contact Request Flow
Answer: C
NEW QUESTION # 99
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Open access to systems
- B. Recovery point objective
- C. Criteria for plan activation
- D. Site consolidation
Answer: C
NEW QUESTION # 100
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
- A. Entitlements and Milestones
- B. Service Contracts
- C. Reports and Dashboards
Answer: A
Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.
NEW QUESTION # 101
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. Create a screen-based flow accessible from the Experience site and internaly.
- B. Add a custom Lightning component to the site and the Case Lightning record page.
- C. Use email to case for the client to submit the relevant information to the specialist.
- D. Post a web to case form on the site and assign the case to the specialist for completion.
Answer: A
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 # 102
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- B. Set up insert Article into Social post and enable the customer community portal.
- C. Create a Visualforce page on the customer community portal.
- D. Create a Chatter group and invite the customer to join with an external chatter user.
Answer: A
Explanation:
Explanation
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
NEW QUESTION # 103
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 Lightning Knowledge Migration Tool and choose 'include files'.
- B. Use the Files Related List on each article to add files to your articles.
- C. Post the Files to the Chatter Feed on each Article.
- D. Upload the files as Documents, then relate them to the migrated Articles.
Answer: B
Explanation:
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]
NEW QUESTION # 104
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
- A. Account teams
- B. Case teams
- C. Case swarms
Answer: B
Explanation:
Case teams in Salesforce allow for collaborative case management by enabling a group of users to work on cases together. By using case teams, Universal Containers can specify which users have access to cases based on the Product Type field. Additionally, workflow rules or process builders can be configured to send emails to case team members when a case is created or closed, ensuring that only those with access to the case are notified, thus meeting the requirements.
NEW QUESTION # 105
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. High Volume Customer Portal
- C. Customer Community
- D. Lightning External Apps Starter
Answer: A
Explanation:
Customer Community Plus is a type of Community license that should be used to meet the requirements of allowing customers to submit cases and see a dashboard of case resolution history. Customer Community Plus licenses are used for external users who access Experience Cloud sites and need to access standard CRM functionality, such as creating and managing cases, viewing reports and dashboards, or collaborating with other users. Customer Community Plus licenses are based on the number of named users and are suitable for frequent or high-value customers who need full access to Service Cloud features. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses
NEW QUESTION # 106
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
- A. Implement Salesforce Knowledge on a portal
- B. Implement Service Cloud console to support agents
- C. Enable service contracts and entitlements
- D. Leverage Live Agent for web-based chat
Answer: A,D
NEW QUESTION # 107
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Agile
- B. Waterfall
- C. Lightning Platform
- D. Kanban
Answer: A
NEW QUESTION # 108
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Average incoming case volume
- B. Relationship to the primary contact
- C. RMA and FSR escalation requirements
- D. Visibility and access to the RMA and FSR records
- E. Case closure rules on the original case
Answer: C,D,E
NEW QUESTION # 109
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. Entitlements and Milestones
- B. Salesforce Console
- C. Case Escalation
- D. Case Assignment
Answer: A
NEW QUESTION # 110
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. Displaying whether a case response complies with a customer's service level agreement
- 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. Monitoring the case escalation rule queue to confirm service levels are met
Answer: A,B
NEW QUESTION # 111
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Record Types
- B. Omni-Channel
- C. Support Processes
- D. Article Types
- E. Page Layouts
Answer: A,C,E
Explanation:
Explanation
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type.
Verified References: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview
NEW QUESTION # 112
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Auto-Add Milestones
- B. Lookup Filter
- C. Approval Process
- D. Cross-Object Formula
Answer: B
NEW QUESTION # 113
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Chatter Questions
- B. Community
- C. Live Agent
- D. Web -to -Case
Answer: A,B
NEW QUESTION # 114
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Add additional agents to lower average hold time.
- B. Use Assignment rules and case queues.
- C. Set up Email-to-Case.
- D. Simplify the interactive voice response (IVR) tree.
Answer: C,D
NEW QUESTION # 115
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, contracts, contract line Items, and entitlements
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contract line items, milestones, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: B
Explanation:
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 116
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Enable templates for written responses.
- B. Employ surveys to confirm customer satisfaction.
- C. Improve the agent interface.
- D. Increase the number of agents.
Answer: A,B
NEW QUESTION # 117
Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers
- A. Service Cloud SOS
- B. Chatter Groups
- C. Field Service Lightning
- D. Salesforce Knowledgebase
Answer: A,C
NEW QUESTION # 118
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a page layout for each record type; assign layouts to service agents.
- B. Create an article action for each record type; assign record types to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: D
Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 119
......
Salesforce Service-Cloud-Consultant certification exam consists of 60 multiple-choice questions that need to be completed in 105 minutes. Service-Cloud-Consultant exam covers topics such as service cloud implementation, managing cases, knowledge management, service cloud analytics, and integration. To qualify for the certification, candidates need to score at least 68% in the exam. Salesforce Certified Service cloud consultant certification is valid for three years and can be renewed by passing a maintenance exam or by completing relevant training courses. Salesforce Certified Service cloud consultant certification is highly valued by employers and is a testament to the knowledge and expertise of the certified professional in Salesforce service cloud implementation.
Service-Cloud-Consultant exam dumps with real Salesforce questions and answers: https://www.exam4tests.com/Service-Cloud-Consultant-valid-braindumps.html
Service-Cloud-Consultant Exam in First Attempt Guaranteed: https://drive.google.com/open?id=13BwKHymnmSBkAE3RdHEYXndng5WUGWai