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NEW QUESTION # 58
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Dynamic Form
- B. Apex Trigger
- C. Quick Action
- D. Scheduled flow
Answer: C
Explanation:
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack
NEW QUESTION # 59
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a macro to send an email with the article to the customer.
- B. Create a Lightning email template to send the article to the customer.
- C. Create an auto-response rule to send the article to the customer.
- D. Create a workflow email alert to send the article to the customer.
Answer: B
Explanation:
Explanation
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
NEW QUESTION # 60
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. Make contact center representatives accessible 24/7 to distribute the call volume.
- B. Hire contact center representatives that specialize in each of the product categories.
- 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 # 61
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. First call resolution
- B. Abandon rate
- C. Average days to close
- D. Average handle time
Answer: A,B
NEW QUESTION # 62
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers are spending additional time searching for answers.
- B. Self-service deflects easy cases, leaving more complex cases for agents.
- C. Customers must spend additional time registering for the portal.
- D. Agents do not have access to the same Knowledge articles as customers.
Answer: B
Explanation:
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices
NEW QUESTION # 63
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. Contact Salesforce to send a report on article efficacy.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Create a group of super users that will evaluate and manage articles.
- D. Send out a monthly survey to customers requesting feedback.
Answer: B
Explanation:
The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified References: Knowledge Base Dashboards and Reports
NEW QUESTION # 64
Milestones can be added to which three object types?
Choose 3 Answers
- A. Entitlement
- B. Work order
- C. Service
- D. Case
- E. Account
Answer: B,D
NEW QUESTION # 65
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a recordActivity Feed list
- C. On a utility bar of the Lightning App
- D. On a record Highlights Panel
Answer: B
NEW QUESTION # 66
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?
- A. Implement Guidance for Success and Knowledge articles.
- B. Implement flow orchestration with Work Guides
- C. Implement a third-party app from AppExchange.
Answer: B
Explanation:
For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations.
NEW QUESTION # 67
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Migrate case data and deploy to all users at office
- C. Deploy based on the number of trainers available
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: A
NEW QUESTION # 68
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a utility bar of the Lightning App
- C. On a record Highlights Panel
- D. On a record Activity Feed list
Answer: D
NEW QUESTION # 69
Which solution should a consultant recommend?
- A. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- B. Enable the knowledge sidebar related list on the case page layout.
- C. Create a visualforce page called knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
- E. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
Answer: E
NEW QUESTION # 70
What is a recommended way to migrate data from an external system while ensuring that the data adheres to
data quality rules established for the Salesforce org?
- A. Use the Salesforce data loader to load and cleanse the data.
- B. Cleanse the data outside of Satesfbrce and then migrate the data.
- C. Use the Salesforce import wizard to load and cleanse the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: B
NEW QUESTION # 71
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
- A. Quick Actions added to the case page
- B. Macro to open related cases
- C. Actions and Recommendations component
- D. Customized case hovers
Answer: D
Explanation:
Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers
NEW QUESTION # 72
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. The chat transcripts and case are transferred
- C. The Customer doesn't know they were transferred
- D. Both Service Reps can chat with the customer
Answer: A,B
Explanation:
Explanation
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats
NEW QUESTION # 73
A manager would like information on the knowledge base searches conducted by customers and call center
agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Number of knowledge articles in each data category.
- B. Knowledge articles created by call center agents.
- C. Knowledge search query with no results.
- D. Knowledge articles with the lowest rating.
Answer: C,D
NEW QUESTION # 74
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed.
- B. Restrict visibility of the views.
- C. Remove filter criteria from the views.
- D. Filter the views by case owner.
Answer: A,D
Explanation:
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5
NEW QUESTION # 75
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Automatic call distributor and interactive voice response
- B. Agent skill-based routing and predictive dialer
- C. Workforce management and customer satisfaction score
- D. Average handling time and first call resolution time
Answer: A
NEW QUESTION # 76
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- B. It does NOT require a software install for each call center user on a Windows-based PC.
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- D. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
Answer: C,D,E
NEW QUESTION # 77
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Articles appearing in the Knowledge sidebar
- B. Knowledge articles attached to the case
- C. Contract details related to the entitlement
- D. Products and assets associated to the case
Answer: B
NEW QUESTION # 78
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- B. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
- C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- D. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
Answer: C
Explanation:
Explanation
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified References: : Overflow Assignee
NEW QUESTION # 79
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Create a central "Contact Us" page which provides access to all available channels.
- B. Optimize the customer community for mobile devices to have access to the same support as desktops.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,B,C
Explanation:
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
NEW QUESTION # 80
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 have access to the chat buttons.
- D. Verify that users are assigned the chat feature license.
Answer: D
NEW QUESTION # 81
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To become a Salesforce Certified Service Cloud Consultant, candidates must possess a strong understanding of Salesforce Service Cloud and its capabilities. Candidates are required to have experience in implementing Service Cloud solutions and be able to design and build custom solutions that meet business requirements. They must also be proficient in configuring and customizing Salesforce Service Cloud to meet specific business needs.
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