Jan 27, 2024 Reliable Study Materials for Service-Cloud-Consultant Exam Success For Sure [Q107-Q123]

Jan 27, 2024 Reliable Study Materials for Service-Cloud-Consultant Exam Success For Sure

100% Latest Most updated Service-Cloud-Consultant Questions and Answers

NEW QUESTION # 107
Which native Service Cloud solution is used for case satisfaction surveys?

A. Create a Web-to-case form with a custom case type of survey
B. Enable the case survey option on the case object
C. Check the survey option in the case settings
D. Enable the case survey auto-response rule

Answer: A

NEW QUESTION # 108
UC's support team requires its customers to submit their support inquiries via free form email (Outlook,
Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A. Web-to-Case
B. Email-to-Case
C. Customer Chatter groups
D. On-Demand Email-to-Case

Answer: D

NEW QUESTION # 109
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. Define Case Auto-Response Rules.
B. Establish Case Assignment Rules.
C. Configure Case Escalation Rules.
D. Create a Process Builder with Scheduled Actions.

Answer: A

NEW QUESTION # 110
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis
phase of the project has just been completed. Additional requirements were discovered that will result in the
project exceeding timeline and budget constraints. What is the first step the consultant should take to address
the issue?

A. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline.
B. Document the requirements gap and communicate development options to the project team
C. Adjust the project scope to accommodate new requirements and continue with the original project
schedule
D. Add development resources to the project team to build out the additional requirements.

Answer: B

NEW QUESTION # 111
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

A. Use escalation rule to send an email
B. Identify those cases and assign to the closure team
C. Use auto response rule to send an email
D. Supervisors to investigate those cases

Answer: B,D

NEW QUESTION # 112
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
B. in a Private sharing model, only queue members can take ownership or cases in the Queue.
C. In a Public Read Only sharing model, al users can view cases in a Queue.
D. In a Private sharing model, only queue members and direct reports can view cases in a Queue.

Answer: C

Explanation:
Explanation
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means.
Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5

NEW QUESTION # 113
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?

A. Restore the data using the available backup.
B. Manually update the corrupt data to correct it.
C. Log a Data Recovery case with Salesforce Support.
D. Use Data Loader to delete the corrupt data.

Answer: C

NEW QUESTION # 114
Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of article votes
B. Number of approved articles
C. Number of archived articles
D. Number of customer ratings

Answer: A

NEW QUESTION # 115
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. The VP of service
B. The dashboard viewer
C. The user creating the dashboard
D. Let the dashboard viewers choose

Answer: B

NEW QUESTION # 116
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

A. Enable the case survey object for the customer portal
B. Modify the user interface settings for the case survey sidebar
C. Utilize an AppExchange package to handle customer surveys
D. Create a validation rule for case survey email templates

Answer: C

NEW QUESTION # 117
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A. Ensure all users refrain from logging into production for an entire day prior to deployment.
B. Plan and communicate the deployment to all users of the organization in advance.
C. Migrate a test deployment to a staging environment for a smoother real-life experience.
D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
E. Select a window of time when users will NOT be making changes to the organization.

Answer: B,C,E

NEW QUESTION # 118
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Case Assignment
B. Case Escalation
C. Salesforce Console
D. Entitlements and Milestones

Answer: D

Explanation:
Explanation
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

NEW QUESTION # 119
Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)

A. Workflow rules
B. Case teams
C. Auto-response rules
D. Escalation rules

Answer: A,B

NEW QUESTION # 120
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

A. The report contains a chart.
B. The report is a Summary or Matrix report.
C. The report chart is added to the Page Layout.
D. The report has a standard Report Type.
E. The report is shared with a Chatter Group.

Answer: A,B,C

Explanation:
Explanation
These are three considerations when adding a report chart to a Console Component. The report must contain a chart that displays data in a graphical format. The report must be a Summary or Matrix report that groups data by rows and columns. The report chart must be added to the Page Layout of the object that the report is based on. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_components_report_chart.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_charts_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_format_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_layouts.htm&type=5

NEW QUESTION # 121
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

A. Restore the data using the available backup.
B. Manually update the corrupt data to correct it.
C. Log a Data Recovery case with Salesforce Support.
D. Use Data Loader to delete the corrupt data.

Answer: C

NEW QUESTION # 122
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.