Pass Service-Cloud-Consultant Exam - Real Test Engine PDF with 378 Questions
Get New Service-Cloud-Consultant Certification Practice Test Questions Exam Dumps
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.
NEW QUESTION 182
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Use Lightning Connect to connect and access data in real-time from the billing system.
- D. Import payment data into Salesforce and add to the contact page layout as a related list.
Answer: A,B
NEW QUESTION 183
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?
- A. Create a validation rule for case survey email templates
- B. Utilize an AppExchange package to handle customer surveys
- C. Enable the case survey object for the customer portal
- D. Modify the user interface settings for the case survey sidebar
Answer: B
NEW QUESTION 184
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. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. 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.
- C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D. 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.
Answer: C
NEW QUESTION 185
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Optimized use of resources
- B. Increased call deflection
- C. Reduced issue resolution time
- D. Reduced support channels
- E. Increased call routing accuracy
Answer: A,C,D
NEW QUESTION 186
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 feedback on articles
- B. Report on articles followed in Chatter.
- C. Report on agent ratings on articles
- D. Report on the articles attached in cases.
Answer: C,D
NEW QUESTION 187
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lightning Flow Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION 188
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create multiple Salesforce Console for Service applications and configure them based on user's
requirements. - C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need. - D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: B
NEW QUESTION 189
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. Require agents to create Knowledge articles when opening a case.
- C. Add the Submit Feedback buttonon the Solutions tab.
- D. Add the Submit Feedback button to articles.
Answer: A
NEW QUESTION 190
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. Enable Chat in an Experience Cloud site.
- B. Implement Case Assignment Rules.
- C. Create a self-service Help Center.
- D. Allow Comments on Knowledge articles.
Answer: C
NEW QUESTION 191
Which application will allow a client to enable Ideas on a public website?
- A. Customer portal
- B. Partner portal
- C. Self-service portal
- D. Sites
Answer: D
NEW QUESTION 192
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Solution design document
- B. Project kickoff presentation
- C. Project milestones
- D. Requirements traceability matrix
Answer: B,C
NEW QUESTION 193
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create a Salesforce Case to have Omni-Channel enabled.
- B. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- C. Customize service channel settings to define how the organization receives work from various
- D. Create the necessary objects in Salesforce.
Answer: B
NEW QUESTION 194
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 related list on the case page layout.
- B. Enable the Knowledge sidebar setting in the case support settings.
- C. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- D. Create a Visualforce page called Knowledge sidebar on the case page layout.
Answer: D
NEW QUESTION 195
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. Escalated Calls
- B. Number of Portal Logins per Day
- C. Knowledge Article Usage
- D. Average Call Handle Time
- E. Cases by Support Channels
Answer: B,C,E
NEW QUESTION 196
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce Knowledge
- B. Live Agent
- C. Open CTI
- D. Salesforce for Twitter
Answer: A
NEW QUESTION 197
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of closed cases
- B. Number of lead referrals
- C. Number of attempts to contact
- D. Number of outbound calls per day
Answer: C,D
NEW QUESTION 198
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Answer: C
NEW QUESTION 199
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. Escalation rules
- C. Auto-response rules
- D. Workflow rules
Answer: A,D
NEW QUESTION 200
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?
- A. Create an iframe to display the chat window
- B. Create user profiles or permission sets
- C. Enable Live Agent for the organization
- D. Enable Chatter Messenger for the organization
Answer: C
NEW QUESTION 201
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 202
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: C
NEW QUESTION 203
......
Service-Cloud-Consultant Exam Dumps - PDF Questions and Testing Engine: https://www.exam4tests.com/Service-Cloud-Consultant-valid-braindumps.html
Real Service-Cloud-Consultant Exam Dumps Questions Valid Service-Cloud-Consultant Dumps PDF: https://drive.google.com/open?id=1XqBX2bsRAOQQfxf5okrjbjhCKmKv6Yvb