2024 Valid Service-Cloud-Consultant Real Exam Questions, practice Salesforce Service Cloud Consultant
Latest Success Metrics For Actual Service-Cloud-Consultant Exam (Updated 199 Questions)
Salesforce Certified Service cloud consultant certification is highly valued by employers and clients alike as it is a testament to the individual's expertise in the field. Those who hold the certification are recognized as experts in Service Cloud and are often sought after for their knowledge and skills. Salesforce Certified Service cloud consultant certification is also an excellent way for professionals to enhance their career prospects and take their expertise to the next level. With a growing demand for Service Cloud consultants in the market, obtaining this certification can provide individuals with a competitive edge and open up new career opportunities.
To take the Salesforce Service-Cloud-Consultant Certification Exam, candidates must have a good understanding of Salesforce concepts and have experience working with the Service Cloud. Salesforce recommends that candidates have at least six months of experience working with the Service Cloud before taking the exam. Additionally, candidates should also be familiar with Salesforce administration, including creating and managing users, security, and data access.
NEW QUESTION # 17
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create a single data category group for each division and provide access using the role hierarchy.
- C. Create a sharing rule for each division to provide access based on criteria of the article.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: B
NEW QUESTION # 18
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. Number of calls offered
- B. Quality monitoring score
- C. Agent utilization
- D. Schedule adherence
Answer: C,D
Explanation:
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 # 19
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create a unique case page layout for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create an agent role for each channel grouping.
- D. Create an agent profile for each channel grouping.
Answer: A
NEW QUESTION # 20
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Web-to-Case with assignment rules
- B. Standard Email-to-Case with assignment rules
- C. Omni-Channel with prioritized queues
- D. Lightning Email with web routing prioritization
Answer: B
NEW QUESTION # 21
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Path for Cases
- C. Lighining Row Component
- D. Service Console Macros
Answer: A
NEW QUESTION # 22
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent
chats. Which feature should a Consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Skills-based routing
- C. Live Agent Queue-based routing
- D. Omni-channel Queue-based routing
Answer: C
NEW QUESTION # 23
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. URL formats for articles drffer between Classic and Lightning Knowledge.
- B. The Amde Type field is no longer accessible via SOQi or the API.
- C. Users must have Modify AM permission to delete archived articles.
- D. After the migration, an integration process that manages the articles' lifecyde by archiving and
- E. Only Published articles are available in the API.
Answer: A,C
Explanation:
Explanation
These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified References: :
URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge
NEW QUESTION # 24
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
- A. Change the Run Apex As User to a service agent profile.
- B. Establish Duplicate Rules to find similar cases.
- C. In Inbound Setting, set Enable Case Reopen to 3 days.
- D. Configure a Macro to close the duplicate case
Answer: C
Explanation:
Explanation
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen
NEW QUESTION # 25
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION # 26
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on agent ratings on articles
- B. Report on the articles attached to cases
- C. Report on the articles followed in Chatter
- D. Report on agent feedback on articles
Answer: A,B
NEW QUESTION # 27
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Create a Lightning Platform app for Facebook monitoring.
- B. Enable Social Customer Service.
- C. Enable Salesforce social profile on contacts.
- D. Integrate Facebook to its existing Customer Community.
Answer: C
NEW QUESTION # 28
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Customer Community
- B. Web-to-Case
- C. Case Assignment Rules
- D. Emebedded Chat Service
Answer: D
NEW QUESTION # 29
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. On-demand email to case
- B. Web-to-case question
- C. An email to case inquiry
- D. While holding for a support agent
Answer: B
Explanation:
Explanation
A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_deflection.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5
NEW QUESTION # 30
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Create a sharing rule to share the contact record with the site member.
- B. Set up a sharing set to grant access based on the site member's contact record.
- C. Change the org-wide default for cases and contacts internal access to private.
- D. Update the case assignment rule to add the site member to the predefined case team.
Answer: B
Explanation:
Explanation
A sharing set is a feature that allows community members to access records that are not owned by them or shared with them by the org-wide default settings. A sharing set can grant access based on a common lookup field, such as the contact field on the case object. By setting up a sharing set to grant access based on the site member's contact record, the consultant can enable community members to access, create, and manage cases online. Verified References: Service Cloud Consultant Certification Guide & Tips, Sharing Sets Overview
NEW QUESTION # 31
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Time and Attendance
- C. Interactive Voice Response
- D. Automatic Call Distributor
Answer: C
NEW QUESTION # 32
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. Prepare, plan, validate, execute, test
- B. Prepare, plan, Test, execute, validate.
- C. Plan, prepare, validate, execute, test
- D. Plan, prepare, test, execute, validate.
Answer: D
NEW QUESTION # 33
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that evolves based on usage and demand
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced first contact resolution
- D. Reduced issue resolution time
Answer: A,D
Explanation:
Explanation
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5
NEW QUESTION # 34
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Useintegrated voice response
- B. Increase the Call-to-Order ratio
- C. Bypass entitlement verification
- D. Use suggested Knowledge articles
Answer: A,D
NEW QUESTION # 35
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. Chatter Answers
- B. Data Category Groups
- C. Article Translation
- D. Data Category Visibility
Answer: D
NEW QUESTION # 36
......
Genuine Service-Cloud-Consultant Exam Dumps Free Demo Valid QA's: https://lead2pass.examdumpsvce.com/Service-Cloud-Consultant-valid-exam-dumps.html
