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Salesforce Service-Cloud-Consultant Exam Reference
To prepare for the Salesforce Service-Cloud-Consultant exam, candidates should have experience working with the Salesforce Service Cloud and should be familiar with its features and functions. There are numerous resources available to help candidates prepare for the exam, including study guides, practice exams, and training courses. Candidates should also take advantage of the Salesforce Trailhead learning platform, which provides free online training and resources.
NEW QUESTION # 88
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Cases
- B. Milestones
- C. Service contracts
- D. Assets
Answer: C
NEW QUESTION # 89
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a data category for each product and assign them to each team bases on their product specialization
- B. Create a permission set for each record type and assign them to each team based on their product specialization
- C. Create a page layout for each article type and assign them to each team based on their product specialization
- D. Create an article action for each record type and assign them to each team based on their product specialization
Answer: A
NEW QUESTION # 90
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. An email is automatically sent to the case owner
- C. An Assignment Rule is Activated
- D. A Workflow rules is activated
Answer: B
NEW QUESTION # 91
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Increase the Call-to-Order ratio
- C. Use integrated voice response
- D. Use suggested Knowledge articles
Answer: C,D
NEW QUESTION # 92
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Quick Text
- B. Visual Workflow
- C. Lightning Guided Engagement
- D. Macros
Answer: A,D
NEW QUESTION # 93
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible
scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Allow shift trading between agents
- B. Mix telephony interactions with email and chat
- C. Provide additional training on tools and process
- D. Extend benefits to part-time agents
Answer: A,D
NEW QUESTION # 94
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. Send out a monthly survey to customers requesting feedback.
- B. Contact Salesforce to send a report on article efficacy.
- C. Install Knowledge Base Dashboards and Reports AppExchange package.
- D. Create a group of super users that will evaluate and manage articles.
Answer: C
NEW QUESTION # 95
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 are assigned the chat user profile.
- B. Verify that users have access to the chat public group.
- C. Verify that users are assigned the chat feature license.
- D. Verify that users have access to the chat buttons.
Answer: C
NEW QUESTION # 96
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. Set up an intuitive Data Category hierarchy
- B. Restrict the Manage Articles user permission
- C. Require that an article be added when closing a case
- D. Enable and configure wildcards for article searches
Answer: A,B
NEW QUESTION # 97
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Average Number of days to close cases
- B. Number of new customers added
- C. Number of open cases per day
- D. Number of cases escalated
- E. Number of Closed cases on first call
Answer: A,C,D
NEW QUESTION # 98
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 escalation rules
- C. Use entitlements to define a process and milestones
Answer: C
NEW QUESTION # 99
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce for Twitter
- B. Open CTI
- C. Live Agent
- D. Salesforce Knowledge
Answer: D
NEW QUESTION # 100
UC must 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 the 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. What solution should a
consultant recommend?
- A. Create a custom web service to handle invoice inserts and updates from the billing system
- B. Import payment data into Salesforce and add to the contact page layout related list
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
Answer: D
NEW QUESTION # 101
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Average number of articles attached to a case
- B. Total number of cases by origin
- C. Average customer satisfaction score by case
- D. Average number of activities per case
Answer: A,D
NEW QUESTION # 102
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Check the survey option in the case settings
- B. Enable the case survey option on the case object
- C. Create a Web-to-case form with a custom case type of survey
- D. Enable the case survey auto-response rule
Answer: C
NEW QUESTION # 103
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Improve the agent interface.
- B. Increase the number of agents.
- C. Employ surveys to confirm customer satisfaction.
- D. Enable templates for written responses.
Answer: C,D
NEW QUESTION # 104
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, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, milestones, milestone actions, and entitlements
Answer: D
NEW QUESTION # 105
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case assignment rules
- B. Case queues
- C. Case custom reports
- D. Case dashboards
Answer: A,B
NEW QUESTION # 106
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
- A. Service requests are scheduled using Salesforce Field Service.
- B. Service requests are asstgred to the technician using Omnt-Channel.
- C. Service requests are assigned to a quruc where the technician can accept it.
- D. Service requests art assigned by the support reps to trie technician
Answer: B
NEW QUESTION # 107
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 a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create case page layouts for each interaction channel and assign them to different agent profiles.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION # 108
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Window Title
- B. Idle Connection Timeout
- C. Chat Visitor Browser
- D. Chat Character Limit
Answer: B,C
NEW QUESTION # 109
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Row for Service
- B. Path for Cases
- C. Lightning Process Builder
- D. Interaction Log
Answer: A,D
NEW QUESTION # 110
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?
- A. Manually update the corrupt data to correct it.
- B. Restore the data using the available backup.
- C. Use Data Loader to delete the corrupt data.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION # 111
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add workflow rules to the contact object
- B. Enable social profile and add assignment rules to the case object
- C. Use Twitter-to-Case and add workflow rules to the case object
- D. Use the routing queues provided with Salesforce for Twitter and Facebook
Answer: B
NEW QUESTION # 112
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Salesforce Service-Cloud-Consultant exam is a challenging but rewarding certification that can help professionals enhance their expertise in the Service Cloud platform. It is a globally recognized credential that demonstrates an individual's ability to design, implement, and manage complex service cloud solutions. If you are looking to enhance your career prospects in the IT industry, this certification is definitely worth considering.
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