Service-Cloud-Consultant Dumps Updated Dec 08, 2024 Practice Test and 178 unique questions
2024 Latest 100% Exam Passing Ratio - Service-Cloud-Consultant Dumps PDF
The Salesforce Certified Service cloud consultant certification exam is designed to test the candidate's knowledge and skills in various areas of Service Cloud implementation and management. Service-Cloud-Consultant exam covers topics such as Service Cloud data model, case management, knowledge management, service console, service entitlements, and service analytics. Service-Cloud-Consultant exam also tests the candidate's ability to configure and customize Service Cloud solutions to meet specific business requirements.
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.
Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Case Management 11%
- Integration and Data Management 6%
- Implementation Strategies 19%
- Service Cloud Solution Design 19%
- Knowledge Channels 9%
NEW QUESTION # 103
What is a benefit of a customer community? Choose 2 answers.
- A. Eliminates the need for support agents
- B. Enables customers to log inquires without contacting an agent
- C. Eliminates the need to track service level agreements
- D. Reduces incoming call volume
Answer: B,D
NEW QUESTION # 104
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. High Volume Customer Portal
- C. Lightning External Apps Starter
- D. Customer Community
Answer: D
NEW QUESTION # 105
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?
- A. Lightning Dialer
- B. Service Cloud Softphone Layout
- C. Service Cloud Call Center
Answer: C
Explanation:
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.
NEW QUESTION # 106
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. Create Knowledge Articles and publish internally and publicly.
- B. Configure IVR routing to bypass Tier 1 for the product line.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: A
Explanation:
Explanation
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview
NEW QUESTION # 107
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Build a Summary report on Products and Activities.
- B. Set up a reporting snapshot of the case, contact and activity objects.
- C. Customize the My Teams Calls this week standard report.
- D. Create a Custom Report type with activities as the primary object.
Answer: D
Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types
NEW QUESTION # 108
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. Apex Email Service
- B. On-Domand Emali-to-Case
- C. Standard Email-to-case
- D. Web-to-Case forms
Answer: B,D
Explanation:
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
* On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
* Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to-Case, [Set Up Web-to-Case]
NEW QUESTION # 109
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Create Article Translation.
- C. Enable Suggested Articles.
- D. Add Data Category Groups.
Answer: C
Explanation:
Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview
NEW QUESTION # 110
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Process Builder
- B. Interaction Log
- C. Lightning Flow for service
- D. Path for Cases
Answer: C,D
Explanation:
Explanation
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified References: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]
NEW QUESTION # 111
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Chat log history
- B. Automatic Call Distributor (ACD)
- C. Workflow Management (WFM)
- D. Interactive Voice Response (IVR)
- E. Entitlements
Answer: B,C
NEW QUESTION # 112
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Messaging
- B. Chat
- C. Service Console
- D. Social Customer Service
Answer: A,C
NEW QUESTION # 113
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Change Sets
- B. Data Import Wizard
- C. Mass Transfer Records
- D. Data Loader
Answer: A,D
Explanation:
Explanation
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5
NEW QUESTION # 114
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Entitlements
- B. Omni-channel
- C. Case escalation
- D. Case milestones
Answer: A,B,C
NEW QUESTION # 115
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Extremen Programming
- B. Scrum
- C. Lean Development
- D. Kanban
Answer: D
Explanation:
Explanation
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified References: : Kanban Methodology
NEW QUESTION # 116
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case Chatter feed
- B. Case notes related list
- C. Case activity feed
- D. Social Post record
Answer: D
NEW QUESTION # 117
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Apex code must be used to update fields in the database.
- C. Elements can be used to update fields in the database.
- D. Elements can be used to pass data to legacy systems.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,C,D
Explanation:
Explanation
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]
NEW QUESTION # 118
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