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NEW QUESTION 115
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case historical trending report type.
- B. Create a report using the case snapshot report type.
- C. Create a report using the case age report type.
- D. Create a report using the case lifecycle report type.
Answer: D
NEW QUESTION 116
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. First contact resolution
- B. Average handle time
- C. Escalation rate
- D. Average speed to answer
Answer: A,B
NEW QUESTION 117
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Original creation date and average rating of articles
- B. Last modified date and frequent search terms
- C. Original creation date and total number of article views
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 118
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Quick Text
- B. Chatter
- C. Publisher Actions
- D. Macros
- E. Omni-Channel
Answer: A,C,D
NEW QUESTION 119
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. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Use the Salesforce import wizard to load and cleanse the data.
- D. Cleanse the data outside of Salesforce and then migrate the data.
Answer: D
NEW QUESTION 120
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Knowledge articles can be created from Answers
- B. Escalate a question to a case
- C. Select best answers for questions.
- D. Answers can be exposed to partner portal users
- E. External users can subscribe to Answers
Answer: A,B,C
NEW QUESTION 121
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Web-to-Case
- B. Salesforce for Outlook
- C. Email-to-Case
- D. On-Demand Email-to-Case
Answer: C
NEW QUESTION 122
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact related list load time
- D. Contact report run time
Answer: D
NEW QUESTION 123
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Use cases to track the credit requests and route than to regional teams using assignment rules
- C. Enable the self-service portal to generate logins for the hospital staff by region.
- D. Design a custom object to track credit requests and route them regionally using assignment rules
Answer: B
NEW QUESTION 124
Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- B. Configure the agent console and display the articles, case view, and external system custom object
- C. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
sidebar. - D. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
Answer: C
NEW QUESTION 125
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 based on the number of trainers available
- B. Deploy in phases using countries as pilots
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Migrate case data and deploy to all users at office
Answer: B
NEW QUESTION 126
Which two configuration steps are required before quick actions can be used in Macros?
- A. Global Actions needs on the publisher layout.
- B. Quick Actions must be enabled in the org.
- C. The specific quick action must be added to the case record Type.
- D. The specific quick action must be added to the case Feed.
Answer: B,D
NEW QUESTION 127
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. Create a group of super users that will evaluate and manage articles.
- B. Contact Salesforce to send a report on article efficacy.
- C. Install Knowledge Base Dashboards and Reports AppExchange package.
- D. Send out a monthly survey to customers requesting feedback.
Answer: C
NEW QUESTION 128
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Path for Cases
- B. Lightning Guided Engagement
- C. Service Console Macros
- D. Lightning Flow Component
Answer: B
NEW QUESTION 129
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Contact Request flow
- B. Case queues
- C. Direct Messaging
- D. Lightning Component
Answer: B
NEW QUESTION 130
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
- A. Solution design document
- B. Requirements traceability matrix
- C. Project kickoff presentation
- D. Project milestones
Answer: C,D
NEW QUESTION 131
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Change Sets
- B. Data Loader
- C. Mass Transfer Records
- D. Data Import Wizard
Answer: A,C
NEW QUESTION 132
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION 133
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live
Agent footer component in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the Live Agent feature license.
- B. verify that users have access to the Live Agent chat buttons.
- C. Verify that users are assigned the Live Agent user profile.
- D. Verify that users have access to the Live Agent public group.
Answer: C
NEW QUESTION 134
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove formula fields from filter criteria.
- C. Remove unnecessary columns from the reports.
- D. Remove dashboards based on long-running reports.
Answer: B
NEW QUESTION 135
Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?
- A. Create a bucket field on a report to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: C
NEW QUESTION 136
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