Salesforce Service-Cloud-Consultant Exam Dumps - PDF Questions and Testing Engine
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NEW QUESTION # 25
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Attachments and .html files must be referenced in a corresponding .zip file
- B. A separate .csv import file is uploaded for each article type
- C. Each article must be associated to an article type
- D. One .csv import file is uploaded for all article types
- E. A separate .csv import file is uploaded for each data category
Answer: A,B,C
NEW QUESTION # 26
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Web-to-Case forms
- B. Omni-Channel routing
- C. Standard Email-to-Case
- D. On-Demand Email-to-Case
Answer: D
NEW QUESTION # 27
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the
Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Console Keyboard Shortcuts
- B. Configure Macros
- C. Collapsible Sidebar Components
- D. Multiple Monitors Components
Answer: B
NEW QUESTION # 28
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Web-to-Case forms
- B. Standard Email-to-Case
- C. Omni-Channel routing
- D. On-Demand Email-to-Case
Answer: B
NEW QUESTION # 29
A customer has a detailed question about product functionality. The customer would like access to expert
customer subject-matter experts, and real-time access to company IT support experts. Which features will best
help the customer? Choose 2 answers.
- A. Public groups
- B. Communities
- C. Mass email
- D. Salesforce Chat
Answer: B,D
NEW QUESTION # 30
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?
- A. Queue-Based Routing
- B. Skills-Based Routing
- C. Lightning Flow for Service
- D. Lead Assignment Rules
Answer: B
NEW QUESTION # 31
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Use the routing queues provided with Salesforce for Twitter and Facebook
- B. Enable social profile and add assignment rules to the case object
- C. Enable social profile and add workflow rules to the contact object
- D. Use Twitter-to-Case and add workflow rules to the case object
Answer: B
NEW QUESTION # 32
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 agent ratings on articles
- C. Report on the articles attached in cases.
- D. Report on articles followed in Chatter.
Answer: B,C
NEW QUESTION # 33
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Page Layouts
- B. Article Types
- C. Omni-Channel
- D. Support Processes
- E. Record Types
Answer: A,D,E
Explanation:
Explanation
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type.
Verified References: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview
NEW QUESTION # 34
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
- A. Add the utility bar to the app.
- B. Enable the Lightning Console.
- C. Configure the CTI Adapter.
Answer: C
Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
NEW QUESTION # 35
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, consume, feedback, approve, publish
- B. Create, publish, feedback, approve, consume
- C. Create, approve, publish, consume, feedback
- D. Create, feedback, publish, approve, consume
Answer: C
NEW QUESTION # 36
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Einstein Social Insights add-on
- B. Service Cloud User feature license
- C. Social Service Pro add-on
- D. Einstein Reply Recommendations
Answer: B
NEW QUESTION # 37
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?
- A. Remove the phone number from the page layout.
- B. Use Dynamic Forms to hide the phone number.
- C. Set the Contact Do Not Call field value to True.
Answer: C
Explanation:
To address customer complaints about receiving calls despite preferences for email or text communication, setting the 'Do Not Call' field value to True on Contact records is the most efficient solution. This ensures that Lightning Dialer respects communication preferences, preventing calls to customers who have opted out, thereby enhancing customer satisfaction and adherence to communication preferences.
NEW QUESTION # 38
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
- A. Last modified date and total number of article view in the last year
- B. Last modified date and terms searched frequently in the last year
- C. Original creation date and total number of article views in the last year
Answer: A
Explanation:
When selecting articles for migration into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is important. This ensures that the most current and frequently referenced content is prioritized, enhancing the relevance and utility of the knowledge base in Salesforce.
NEW QUESTION # 39
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?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based roles to the associated product article types
- D. Assign team-based profiles to the associated product article types
Answer: A
Explanation:
Explanation
Assigning team-based profiles to the associated product data category value is a solution that can meet the requirement of allowing contact center agents to only view articles for the product they support. Data category values are subcategories that can be used to further refine and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data category values are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 40
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Category Visibility of AM Categories provides Public Read Only access.
- B. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
- C. Data Categories no longer control access to articles.
- D. Data Category Visibility of All Categories provides Public Read/Write access.
Answer: C
Explanation:
This is the main consideration when enabling "Use standard Salesforce sharing" in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified References: : Control Article Access with Sharing Settings
NEW QUESTION # 41
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After
researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still
owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a case assignment rule to ensure cases are owned by a user when closed.
- B. Create a case validation rule to ensure cases are owned by a user when closed.
- C. Use a data tool to update the owner field on closed cases.
- D. Create a Process Builder and Flow to change the owner on closed cases.
Answer: A,C
NEW QUESTION # 42
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. On-Domand Emali-to-Case
- B. Standard Email-to-case
- C. Apex Email Service
- D. Web-to-Case forms
Answer: A,D
Explanation:
Explanation
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to-Case, [Set Up Web-to-Case]
NEW QUESTION # 43
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
- A. Measure cases with and without articles attached based on case status.
- B. Measure cases with and without articles attached with high CSAT scores.
- C. Measure cases with and without articles attached with high net promoter scores (NPS).
Answer: B
Explanation:
The disparity in CK's reported customer satisfaction and positive testimonials may stem from how support interactions are enhanced by Knowledge management. Measuring cases with and without Knowledge articles, focusing on Customer Satisfaction (CSAT) scores, provides insight into the direct impact of Knowledge on customer experiences. High CSAT scores in cases where articles are used indicate Knowledge's positive role, explaining the testimonials. Conversely, lower CSAT scores in cases without articles could contribute to the overall decrease in KPIs, highlighting areas for improvement in Knowledge usage or accessibility.
NEW QUESTION # 44
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Bookmark all the comments related to the issue from SMEs
- C. Use hashtag (#) to track the customer case and SMEs comments
- D. Follow the SMEs to receive automatic updates when they add case comments
Answer: A
NEW QUESTION # 45
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Activate a validation rule
- B. Configure flow Builder /Process Builder
- C. Define case escalation rules
- D. Create a Case Macro
Answer: D
Explanation:
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
NEW QUESTION # 46
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The Service-Cloud-Consultant certification is ideal for professionals who work in customer service management, such as customer support managers, service managers, and customer experience managers. It’s also suitable for Salesforce administrators and developers who want to specialize in the Service Cloud platform. Salesforce Certified Service cloud consultant certification demonstrates a professional’s ability to manage and optimize the Service Cloud platform, improving customer satisfaction and driving business growth.
Reliable Salesforce Service Cloud Consultant Service-Cloud-Consultant Dumps PDF Jul 30, 2024 Recently Updated Questions: https://pass4sure.examcost.com/Service-Cloud-Consultant-practice-exam.html
