Latest Oct-2024 Salesforce Service-Cloud-Consultant Dumps Updated 178 Questions [Q47-Q69]

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Latest Oct-2024 Salesforce Service-Cloud-Consultant Dumps Updated 178 Questions

PDF Download Free of Service-Cloud-Consultant Valid Practice Test Questions

To prepare for the certification exam, candidates can take advantage of various resources provided by Salesforce. Salesforce offers online training courses, study guides, and practice exams to help candidates prepare for the exam. Additionally, Salesforce provides a community forum where candidates can interact with other professionals and experts to gain insights and tips for passing the exam.

NEW QUESTION 47
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

Visual Workflow

Lightning Guided Engagement

Quick Text

Macros

NEW QUESTION 48
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

Social Media Marketing message tagging.

Social Persona for Twitter and Facebook.

Einstein Bot social queues.

Social Customer Service for Twitter and Facebook.

NEW QUESTION 49
Support cent’ agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

Quick Action

Outbound Sales Dialer

Macros

History Utility

NEW QUESTION 50
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection

Increased call routing accuracy

Reduced issue resolution time

Reduced support channels

Optimized use of resources

NEW QUESTION 51
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

NEW QUESTION 52
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Developers can embed API calls and processes on web pages to automate call handling processes.

Developers can integrate with any telephony platform available with little to no need for customization.

Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

NEW QUESTION 53
Milestones can be added to which three object types?
Choose 3 Answers

Entitlement

Case

Account

Service

Work order

NEW QUESTION 54
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

Visual Remote Assistant

Omni-Channel Routing

Field Service Scheduler

Workforce Engagement Self Scheduling

NEW QUESTION 55
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

Import the records and create a workflow rule to change the data type.

Standardize all rows to match Salesforce data types.

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

NEW QUESTION 56
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?

Create a page layout for each record type; assign layouts to service agents.

Create a data category for each product; assign data categories to service agents.

Create a permission set for each record type; assign permissions to service agents.

Create an article action for each record type; assign record types to service agents.

NEW QUESTION 57
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Omni channel

Contact Requests

field service

Mobile connect

NEW QUESTION 58
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client’s system integration. What would the consultant recommend to expedite the handling of
these cases?

Build a repository of Knowledge articles related to integration and share it with the customer.

Enable Chatter case feed and add product development team members to the case team.

Create a related child case and assign the child case to the product development team.

Create a private Chatter group with customers and invite key individuals to join the group.

NEW QUESTION 59
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?

Configuration a Validation Rule to block on-click calling.

Set the Contact Do not Call field value to true.

Configure Dialer to use Voicemail Crop by default.

Use Dynamic Forms to conditionally hide the one-click field.

NEW QUESTION 60
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which measure can satisfy this requirement?

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

NEW QUESTION 61
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

Define entitlements and milestones.

Enable and configure Omni-Channel routing.

Implement Lightning flow with time-based actions.

NEW QUESTION 62
Milestones can be added to which three object types?
Choose 3 Answers

Work order

Case

Service

Entitlement

Account

NEW QUESTION 63
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

Reduce the cost per call

Train support agents

Align agent performance goals with KPIs

Hire additional support agents

NEW QUESTION 64
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

Average incoming case volume

Relationship to the primary contact

Case closure rules on the original case

RMA and FSR escalation requirements

Visibility and access to the RMA and FSR records

NEW QUESTION 65
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

Data Import Wizard

Change Sets

Data Loader

Mass Transfer Records

NEW QUESTION 66
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the
Contact Center. The Contact Center has increased support to 24×7 with agents working 12-hour shifts. The VP
of Service is concerned about the ability to sustain the increased hours and added cost to support the higher
call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
reducing average handle time.

Set up IVR with an automated response for customers affected by the recall to defect calls.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

NEW QUESTION 67
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

NEW QUESTION 68
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

Enable the Knowledge sidebar related list on the case page layout.

Enable the Knowledge sidebar setting in the case support settings.

Create a Visualforce page called Knowledge sidebar on the case page layout.

NEW QUESTION 69
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

Salesforce Service-Cloud-Consultant certification is a valuable credential for professionals who work with the Salesforce Service Cloud. It demonstrates that the candidate has the knowledge and skills to configure and implement Service Cloud solutions. Salesforce Certified Service cloud consultant certification is recognized by employers and can help professionals advance their careers by opening up new job opportunities and higher salaries.

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