NEW 2021 Certification Sample Questions Service-Cloud-Consultant Dumps & Practice Exam
Service-Cloud-Consultant Deluxe Study Guide with Online Test Engine
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.
Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant dumps will include the following topics:
- Integration and Data Management 6%
- Contact Center Analytics 5%
- Service Cloud Solution Design 19%
- Industry Knowledge 22%
- Implementation Strategies 19%
- Interaction Channels 9%
- Case Management 11%
- Knowledge Channels 9%
NEW QUESTION 208
Milestones can be added to which three Object types? Choose 3 answers
- A. Entitlement
- B. Account
- C. Work Order
- D. Service
- E. Case
Answer: A,C,E
NEW QUESTION 209
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
is created - B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
type is created - C. Create a workflow rule and email alert action that sends an email to the case contact when a case with
the "Errata" record type is created - D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
type is created
Answer: C
NEW QUESTION 210
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2
answers.
- A. Suggest articles for a web-to-case question
- B. Suggest articles for an email-to-case question
- C. Recommend articles during a call for a support agent
- D. Recommend articles prior to a Live Agent session
Answer: A,D
NEW QUESTION 211
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of cases in each status
- C. Number of cases by type by owner
- D. Number of solutions created per agent
Answer: A,C
NEW QUESTION 212
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)
- A. Average number of knowledge articles published
- B. Total number of solutions created by agent
- C. Number of total cases handled
- D. First contact resolution rate
Answer: C,D
NEW QUESTION 213
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Create a Report of all active Entitlements grouped by Customers.
- C. Configure Success, Warning, and Violation Actions for Milestones.
- D. Configure Assignment Rules based on Case Priority.
Answer: A,D
NEW QUESTION 214
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. Web-to-Case
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Customer Chatter groups
Answer: C
NEW QUESTION 215
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. Grant managers the Manage Salesforce Knowledge permission.
- B. Create atleast two different article types.
- C. Create at least two different data categories.
- D. Grant managers the Manage Data Categories permission.
- E. Create at least two different approval processes.
Answer: A,B,E
NEW QUESTION 216
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Add Authors to the FaQ Data Category.
- B. Grant Authors access to the FAQ article type.
- C. Grant Authors access to the FaQ record type
- D. Set article Org Wide Default to Public ReadWrite.
Answer: C
NEW QUESTION 217
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: B
NEW QUESTION 218
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Create quick actions
- B. Deploy Pre-Chat form
- C. Activate quick test
- D. Configure LiveMessage
Answer: B,C
NEW QUESTION 219
Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)
- A. Hire contact center representatives that specialize in each of the product categories.
- B. Make contact center representatives accessible 24/7 to distribute the call volume.
- C. Redirect users from the company site to social media forums about the products.
- D. Make knowledge base articles and community answers accessible on its website.
Answer: D
NEW QUESTION 220
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Mobile access to case information
- B. Chatter groups for customer
- C. Predictive dialer for outbound calls
- D. Visibility into service entitlements
Answer: A,D
NEW QUESTION 221
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Enable the Support Process for default email templates
- B. Implement Email-To-Case
- C. Enable the support setting for default email templates
- D. Implement Macros
- E. Implement Quick Text
Answer: C,D,E
NEW QUESTION 222
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. All of the above
- B. Adds a related comment to the case
- C. Adds an activity or sends an email from the case record
- D. Reads the case
- E. Edits the case
Answer: E
NEW QUESTION 223
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. New cases opened by account channel
- B. Time spent by account year-to-date
- C. High priority cases opened by account month-to-date
- D. Escalated cases by account month-to-date
Answer: C,D
NEW QUESTION 224
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. First Call Resolution
- B. Average Handle Time
- C. Service-Level Agreements
- D. Time to Answer
Answer: A,B
NEW QUESTION 225
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Number of articles attached to a case
- D. Numberof cases escalated by agent
Answer: A,C
NEW QUESTION 226
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. Mix telephony interactions with email and chat
- B. Extend benefits to part-time agents
- C. Allow shift trading between agents
- D. Provide additional training on tools and process
Answer: B,C
NEW QUESTION 227
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. Set up an intuitive Data Category hierarchy
- D. Restrict the Manage Articles user permission
Answer: C,D
NEW QUESTION 228
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. Workflow rule
- C. Validation rules on case process field
Answer: A
NEW QUESTION 229
Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure the Case highlights panel
- C. Configure Case Feed page layouts
- D. Add a Visualforce page to the Case layout
Answer: C
NEW QUESTION 230
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce Knowledge
- B. Salesforce for Twitter
- C. Live Agent
- D. Open CTI
Answer: A
NEW QUESTION 231
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What is the duration of the Service-Cloud-Consultant Exam
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Number of Questions: 60
- Passing Score: 67%
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