All Obstacles During Service-Cloud-Consultant Exam Preparation with Service-Cloud-Consultant Real Test Questions
Fully Updated Free Actual Salesforce Service-Cloud-Consultant Exam Questions
Salesforce Service-Cloud-Consultant exam is a challenging test that requires a great deal of preparation and study. Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work in the customer service industry and are looking to specialize in Salesforce's Service Cloud platform. Candidates who pass the exam and obtain the Salesforce Certified Service Cloud Consultant certification will have demonstrated their proficiency in Salesforce's Service Cloud platform and their ability to deliver high-quality customer service.
NEW QUESTION # 19
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
- A. Number of articles attached to a case
- B. Number of solutions created by agent
- C. Number of cases escalated by agent
- D. Number of articles created by agent
Answer: A,D
NEW QUESTION # 20
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
- A. SMS Long Code
- B. SMS Short Code
- C. SMS Enhanced
Answer: A
Explanation:
For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.
NEW QUESTION # 21
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
- A. Use a change set.
- B. Use Salesforce Workbench.
- C. Re-create them manually.
Answer: A
Explanation:
Deploying permission sets from a sandbox to production following best practices involves using change sets.
Change sets allow administrators to push configuration changes, such as permission sets, from a sandbox environment to production in a controlled and secure manner. This method ensures that all configurations have been tested in a non-production environment before being implemented in production, reducing the risk of errors and maintaining system integrity.
NEW QUESTION # 22
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dynamic dashboards
- B. Org wide default for cases set to private
- C. Case Object permissions set to create and read
- D. Dashboad folder sharing
Answer: A,B
NEW QUESTION # 23
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
- A. Enable Chat in an Experience Cloud site.
- B. Create a self-service help Center
- C. Allow comments on Knowledge articles.
Answer: B
Explanation:
To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized platform where customers can access Knowledge articles, FAQs, and submit cases directly, enhancing the self-service experience.
NEW QUESTION # 24
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
- A. Install the Knowledge Base Dashboards & Reports AppExchange package.
- B. Create a review board to evaluate and manage Knowledge articles.
- C. Develop custom Knowledge reports and dashboards.
Answer: A
Explanation:
To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards
& Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management.
NEW QUESTION # 25
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Agent utilization
- B. Schedule adherence
- C. Quality monitoring score
- D. Number of calls offered
Answer: A,B
Explanation:
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement
NEW QUESTION # 26
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 report run time
- B. Contact related list load time
- C. Contact view page load time
- D. Contact list view edit time
Answer: A
NEW QUESTION # 27
Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Post the files to the chatter feed on each article.
- B. Upload the files as documents, then relate them to the migrated articles.
- C. Use the files related list on each article to add files to your articles.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: C
NEW QUESTION # 28
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- B. It does NOT require a software install for each call center user on a Windows-based PC.
- C. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone - D. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - E. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
Answer: A,D,E
NEW QUESTION # 29
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. High Volume Customer Portal
- C. Lightning External Apps Starter
- D. Customer Community Plus
Answer: D
Explanation:
Customer Community Plus is a type of Community license that should be used to meet the requirements of allowing customers to submit cases and see a dashboard of case resolution history. Customer Community Plus licenses are used for external users who access Experience Cloud sites and need to access standard CRM functionality, such as creating and managing cases, viewing reports and dashboards, or collaborating with other users. Customer Community Plus licenses are based on the number of named users and are suitable for frequent or high-value customers who need full access to Service Cloud features. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses
NEW QUESTION # 30
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
- A. Customize Intents using Einstein Chatbots.
- B. Customize the pre-chat form.
- C. Customize the Lightning Console chat page.
Answer: B
Explanation:
Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.
NEW QUESTION # 31
Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window.
What should a consultant recommend?
- A. Download the PDFs from the chat.
- B. Ask the customer to send the PDF via email.
- C. Use File Preview in the chat.
Answer: C
Explanation:
To enable agents to preview PDFs sent by customers from the chat window, using File Preview within the chat function is recommended. This feature allows agents to quickly view the content of PDF files directly within the chat interface, without the need to download the files. This improves efficiency and response times, as agents can assess and address customer queries more rapidly based on the content of the PDFs.
NEW QUESTION # 32
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?
- A. Configure Dialer to use Voicemail Crop by default.
- B. Set the Contact Do not Call field value to true.
- C. Use Dynamic Forms to conditionally hide the one-click field.
- D. Configuration a Validation Rule to block on-click calling.
Answer: B
Explanation:
Explanation
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5
NEW QUESTION # 33
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Force.com migration tool, Force.com IDE, and change sets
- C. Data loader, change sets, and Force.com Excel Connector
- D. Mass Transfer Records, change sets, and Force.com migration tool
Answer: B
NEW QUESTION # 34
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?
- A. Download the PDFs from the chat.
- B. Ask the customer to send the PDF via email.
- C. Use File Preview in the chat.
Answer: C
Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
NEW QUESTION # 35
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.
- A. Create multiple console layouts
- B. Enable keyboard shortcuts
- C. Configure Macros
- D. Define criteria-based record page components
Answer: D
Explanation:
Defining criteria-based record page components is a solution that can address the issue of the Lightning Service Console being too crowded for service representatives. Criteria-based record page components allow administrators to customize which components are displayed on a record page based on certain conditions, such as record type, field value, or user profile. This can help declutter the console and show only relevant components for each case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_components_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_components_criteria_based.htm&type=5
NEW QUESTION # 36
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Escalation
- B. Entitlements
- C. Case Milestones
- D. Omni-Channel
Answer: B
Explanation:
Explanation
Entitlements are units of customer support in Salesforce, such as phone support or web support. They allow you to define different levels of support for different customers and ensure that agents are working within the service level agreement (SLA). You can use entitlements to track service contracts, create service level agreements, and verify customer eligibility for support. Verified References: [Salesforce Help: Entitlement Management]
NEW QUESTION # 37
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 with high CSAT scores.
- B. Measure cases with and without articles attached with high net promoter scores (NPS),
- C. Measure cases with and without articles attached based on case status.
Answer: A
Explanation:
To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights.
This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials.
NEW QUESTION # 38
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 # 39
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Customize service channel settings to define how the organization receives work from various
- B. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- C. Create the necessary objects in Salesforce.
- D. Create a Salesforce Case to have Omni-Channel enabled.
Answer: A
Explanation:
Explanation
Service channels are a required step before configuring Omni-Channel routing. Service channels allow you to define how your organization receives work from various sources, such as cases, chats, leads, orders, or custom objects. You can specify the type, priority, and capacity weight of each service channel, which determines how Omni-Channel routes work items to agents. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Service Channels
NEW QUESTION # 40
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 validation rule to ensure cases are owned by a user when closed.
- B. Create a Process Builder and Flow to change the owner on closed cases.
- C. Create a case assignment rule to ensure cases are owned by a user when closed.
- D. Use a data tool to update the owner field on closed cases.
Answer: C,D
NEW QUESTION # 41
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Article Translation
- B. Chatter Answers
- C. Data Category Visibility
- D. Data Category Groups
Answer: C
NEW QUESTION # 42
UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Force.com migration tool, Force.com IDE, and change sets
- C. Data loader, change sets, and Force.com Excel Connector
- D. Mass Transfer Records, change sets, and Force.com migration tool
Answer: B
NEW QUESTION # 43
......
Validate your Service-Cloud-Consultant Exam Preparation with Service-Cloud-Consultant Practice Test: https://www.braindumpquiz.com/Service-Cloud-Consultant-exam-material.html
Free Service-Cloud-Consultant Questions for Salesforce Service-Cloud-Consultant Exam [Nov-2024]: https://drive.google.com/open?id=1ZdCTsNHdmsJGZ-r-paRqygFvaMcAajL7