Latest Service-Cloud-Consultant Practice Test Questions Verified Answers As Experienced in the Actual Test!
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NEW QUESTION # 80
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Allow the exercise to be done in a Production instance
- B. Use a Developer Pro sandbox for the DR exercise
- C. Use a Partial sandbox for the DR exercise
- D. Use a Full copy sandbox for the DR exercise
Answer: D
NEW QUESTION # 81
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases.
Lower-priority cases have different response times. The service center
uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
- A. Secondary Routing Priority
- B. Capacity Model
- C. Skills-Based Routing
Answer: A
Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.
NEW QUESTION # 82
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 formula field on the case record to calculate percentage of escalated cases
- B. Create a bucket field on a report to calculate the 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 # 83
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter on Status equals Ctosea Resolved
- B. Filter or Cosed When Created equals true
- C. Filter where Dete/Time Opened equals Created Date
- D. Filter where Closed Date equals Created Date
Answer: B
Explanation:
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
NEW QUESTION # 84
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
- A. Workflow rule
- B. Escalation rule to ignore business hours based on case criteria
- C. Validation rules on case process field
Answer: B
NEW QUESTION # 85
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)
- A. Cases created by type.
- B. Case volume by channel.
- C. Average case stage duration.
- D. Open cases by reason.
Answer: C
NEW QUESTION # 86
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. Mass Transfer Records
- B. Change Sets
- C. Data Import Wizard
- D. Data Loader
Answer: B,D
Explanation:
Explanation
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview
NEW QUESTION # 87
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. Establish Case Assignment Rules.
- B. Define Case Auto-Response Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Configure Case Escalation Rules.
Answer: D
Explanation:
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
NEW QUESTION # 88
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 solution allows product managers to quickly see and review the cases that are created for their products?
- A. Configure a Case list view filtered by My Cases.
- B. Configure a Case related list on the Product page layout.
- C. Configure a Case list view filtered by My Case Teams.
Answer: C
Explanation:
To enable product managers to quickly access and review cases related to their products, configuring a Case list view filtered by "My Case Teams" is the most effective solution. This setup allows product managers to see cases where they are part of the case team, directly correlating to their product responsibility, thereby improving visibility and involvement in the case management process.
NEW QUESTION # 89
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Work order and customer contact escalation requiements
- B. Accoun team relationship to the primary contact
- C. Total number of accound and contact records in the database
- D. Case closure rules on the original case
- E. Visibility and accesst to the work order records
Answer: A,D,E
NEW QUESTION # 90
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Full Sandbox
- B. Administrator Sandbox
- C. Partial Copy Sandbox
- D. Developer Pro Sandbox
Answer: A,C,D
NEW QUESTION # 91
Universal Containers needs to provide contact center agents with access to a customer's payment history if the
call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Create a custom tab of type URL that displays a search page from the billing system.
- B. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- C. Use Lightning Connect to connect and access data in real-time from the billing system.
- D. Import payment data into Salesforce and add to the contact page layout as a related list.
Answer: A,B
NEW QUESTION # 92
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to
capture the issue, but later realized the caller is not eligible for support. What solution should a consultant
recommend to prevent the scenario from happening in the future?
- A. Add the service contract related list to contact records
- B. Add the entitlement contacts related list to account records
- C. Add the entitlements related list to contact records
- D. Add the assets related list to contact records
Answer: C
NEW QUESTION # 93
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. AppExchange package
- B. Einstein Bots
- C. Messaging for Web
Answer: C
Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
NEW QUESTION # 94
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Number of closed cases on first call
- B. Number of open cases per day
- C. Average number of days to close cases
- D. Number of new customers added
- E. Number of cases escalated
Answer: B,C,E
NEW QUESTION # 95
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Lower the average speed of answer (ASA)
- B. Teach new agents how to handle difficult situations
- C. Capture inappropriate word usage and generate reports
- D. Enforce a consistent standard of service for customer interaction
Answer: C,D
NEW QUESTION # 96
A company has created a new onboarding process. An Agent must create ten open activities that align to a step
of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Add an object-specific custom quick action to create new activities.
- B. Hire a certified developer to write an apex trigger that creates each new activity.
- C. Provide a macro that will automatically create the activities when executed.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: C
NEW QUESTION # 97
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
- A. Case Resolution Time
- B. All Cases by Customer
- C. All Open Cases by Priority
Answer: A
Explanation:
Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.
NEW QUESTION # 98
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