[Oct 21, 2021] New Updated Service-Cloud-Consultant Exam Questions 2021
Updated Free Salesforce Service-Cloud-Consultant Test Engine Questions with 350 Q&As
The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
NEW QUESTION 162
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. Supervisors to investigate those cases
- B. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Use auto response rule to send an email
Answer: A,B
NEW QUESTION 163
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom related list on the case
- B. Create a custom report
- C. Create a custom Visualforce page
- D. Create a custom view on the Case tab
Answer: A
NEW QUESTION 164
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use entitlements to define a process and milestones
- B. Use escalation rules
- C. Use case teams to close
Answer: A
NEW QUESTION 165
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Lightning Guided Engagement
- C. Path for Cases
- D. Service Console Macros
Answer: B
NEW QUESTION 166
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users have access to the chat public group.
- C. Verify that users are assigned the chat user profile.
- D. Verify that users have access to the chat buttons.
Answer: A
NEW QUESTION 167
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. Partial Copy Sandbox
- B. Full Sandbox
- C. Developer Pro Sandbox
- D. Administrator Sandbox
Answer: A,B,C
NEW QUESTION 168
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Human Resources (HR) help desk
- B. Telemarketing center
- C. Telesales center
- D. Information Technology (IT) help desk
Answer: D
NEW QUESTION 169
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?
- A. Create a custom trigger to generate history when cases get escalated between tiers.
- B. Create a case report to show the number of cases for each tier and sort them by case owner.
- C. Create a case report to show all cases across tiers filtered by an escalation flag.
- D. Create an approval process to ensure only the appropriate cases get escalated.
Answer: C
NEW QUESTION 170
UC wants to implement a Knowledge management process with the following requirements: It must contain
four different kinds of content: customer FAQs, product specifications, contact center procedures, and product
manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products,
or all 56 products. Any product-related content created by contact center agents must be approved by the
contact center manager and the Knowledge manager before being published. Product content should only be
visible internally to contact center agents who handle the product. How should a consultant recommend that
Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each product
- B. Configure data category values for each product
- C. Define approval processes for each article type
- D. Configure article types for each kind of content
- E. Configure workflow rules for each data category
Answer: B,D,E
NEW QUESTION 171
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.
- A. Number of outbound calls per day
- B. Number of lead referrals
- C. Number of attempts to contact
- D. Number of closed cases
Answer: A,C
NEW QUESTION 172
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 173
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Send out a monthly survey to customers requesting feedback.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: A
NEW QUESTION 174
Case escalation rules triggered on the last modification will be reset each time a user does which of the
following actions?
- A. All of the above
- B. Adds an activity or sends an email from the case record
- C. Reads the case
- D. Edits the case
- E. Adds a related comment to the case
Answer: D
NEW QUESTION 175
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification of the production migration checklist
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Fund customer approval on training materials
Answer: B,C
NEW QUESTION 176
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Periodic maintenance windows
- B. Highly available telecom solution
- C. Server hardware infrastructure rebuilds
- D. System software restore after an outage
Answer: A,B
NEW QUESTION 177
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can be part of a case team
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can download and view content
Answer: C
NEW QUESTION 178
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved
- B. Data Category to assign an Article Type to a Reviewer
- C. Approval Process that assigns an Article to a Reviewer Queue
- D. Validation Rules for Article Types to verify all fields during creation
Answer: B,D
NEW QUESTION 179
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Configure the Case highlights panel
- D. Add a Visualforce page to the Case layout
Answer: B
NEW QUESTION 180
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