[May 14, 2024] Free Salesforce Service-Cloud-Consultant Exam Questions and Answer
Verified Service-Cloud-Consultant dumps Q&As Latest Service-Cloud-Consultant Download
Salesforce Service Cloud Consultant certification is a highly sought-after credential that validates an individual's expertise in implementing and designing solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is ideal for professionals who work in sales, customer service, or support roles and want to demonstrate their proficiency in the Salesforce Service Cloud.
Salesforce Service-Cloud-Consultant certification exam covers a wide range of topics related to Salesforce Service Cloud, including designing and implementing contact centers, case management, knowledge management, and service analytics. Service-Cloud-Consultant exam also covers topics such as integration with other systems, security, and data management. Passing the Salesforce Service-Cloud-Consultant certification exam demonstrates that an individual has the skills and knowledge necessary to design and implement customer service solutions in Salesforce. It is a valuable credential for professionals who work in customer service, contact center operations, or Salesforce consulting.
Salesforce Service-Cloud-Consultant Exam is designed to evaluate the candidate's knowledge and skills in implementing Service Cloud solutions. Service-Cloud-Consultant exam consists of 60 multiple-choice questions that need to be completed within 105 minutes. Service-Cloud-Consultant exam covers various topics including Service Cloud capabilities, designing solutions for Service Cloud, implementation of Service Cloud solutions, Service Console customization, and Service Cloud analytics.
NEW QUESTION # 101
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure a Live Chat Validation Rule.
- C. Customize the Lightning Console chat page.
- D. Configure Lightning Guided Engagement.
Answer: A
Explanation:
Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms
NEW QUESTION # 102
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create an email alert notification for Case Teams.
- B. Create a case list view that is filtered by My Case Teams.
- C. Create a case queue for all created or updated cases.
- D. Create a case report that displays all created or updated cases.
Answer: A,C
NEW QUESTION # 103
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Create a central "Contact Us" page which provides access to all available channels.
Answer: A,D,E
Explanation:
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
NEW QUESTION # 104
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the same reference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION # 105
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Plan, prepare, validate, execute, test
- B. Prepare, plan, validate, execute, test
- C. Prepare, plan, Test, execute, validate.
- D. Plan, prepare, test, execute, validate.
Answer: D
Explanation:
Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified References: :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices
NEW QUESTION # 106
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 ?what required step should a consultant address before configuring omni channel ?
- A. From setup select omnichannel and select enable omni channel
- B. Create SF cases to have omni channel enabled
- C. create the necessary objects in SF
- D. customize service channel settings to define how the org receives work various sources
Answer: D
Explanation:
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5
NEW QUESTION # 107
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Lightning Dialer
- B. Local Presence
- C. Open CTI
- D. Macros
Answer: A
NEW QUESTION # 108
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Import the records and use duplicate management
- B. Install data quality analysis dashboards from the appexchange
- C. Standardize all rows to match salesforce data types
- D. Deduplicate the data before importing into SF
- E. Import records and cretae a a worflow rule to change the data type
Answer: B,C,D
Explanation:
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5
NEW QUESTION # 109
Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. High priority cases opened by account month-to-date
- B. Time spent by account year-to-date
- C. New cases opened by account channel
- D. Escalated cases by account month-to-date
Answer: A,D
NEW QUESTION # 110
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge tab to the Service Console.
- B. Add the Knowledge component to the Case record page.
- C. Add the Knowledge related list to the Case record page.
Answer: B
Explanation:
To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.
NEW QUESTION # 111
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app in developer org and use an unmanaged package to deploy to production.
- C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: B
NEW QUESTION # 112
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. Data Category Groups
- C. Data Category Visibility
- D. Chatter Answers
Answer: B
Explanation:
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business.
Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 113
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Chat Queue-based routing
- B. Omni-channel Skills-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Queue-based routing
Answer: D
Explanation:
Explanation
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5
NEW QUESTION # 114
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Workforce Engagement
- B. Incident Management
- C. Visual Remote Assistant
- D. Field Service
Answer: D
Explanation:
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified References: 1: Field Service Overview
NEW QUESTION # 115
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Total number of account and contact records in the database
- B. Case closure rules on the original case
- C. Account team relationship to the primary contact
- D. Work order and customer contact escalation requirements
- E. Visibility and access to the work order records
Answer: B,D,E
NEW QUESTION # 116
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