Service-Cloud-Consultant Exam Questions - Real & Updated Questions PDF
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- 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.
- 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.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
NEW QUESTION 76
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Visualforce page APEX SOAP async callout
- B. Schedule batch Apex processing job
- C. Workflow-driven outbound messaging
- D. RESTful services with GET, POST, or PUT
Answer: C
NEW QUESTION 77
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Alert
- B. Email Template
- C. Email Relay
- D. Assignment Rule
- E. Workfl
Answer: A,B,E
NEW QUESTION 78
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. Case submitted using chat
- C. On-demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 79
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Display articles with HTML, images, and links.
- C. Publish articles to the Web using Salesforce Publisher.
- D. Display articles in Salesforce Answers.
Answer: A,B
NEW QUESTION 80
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can
work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Open multiple case records as tabs and sub tabs
- D. Utility Bar
Answer: A,B
NEW QUESTION 81
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Offer supports through Facebook and twitter.
- C. Streamline the agent interface.
- D. Implement team productivity dashboards.
Answer: A,C
NEW QUESTION 82
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. On-Demand Email-to-Case
- B. Standard Email-to-Case
- C. Omni-Channel routing
- D. Web-to-Case forms
Answer: A
NEW QUESTION 83
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION 84
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION 85
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Handles more the 10,000 emails a day
- B. Accepts attachments from emails
- C. Requires the use of Transport Layout Security (TLS)
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 86
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. First contact resolution
- B. Average handle time
- C. Average speed to answer
- D. Escalation rate
Answer: A,B
NEW QUESTION 87
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Developing a knowledge base on the experience of an individual
- B. Creating content as a result of solving issues
- C. Evolving content-based product lifecycles
- D. Rewarding learning, collaboration, sharing and improving.
Answer: B,D
NEW QUESTION 88
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create multiple Salesforce Console for Service applications and configure them based on user's
requirements. - B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need. - D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: A
NEW QUESTION 89
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Enable service contracts and entitlements.
- C. Implement Salesforce Knowledge on a portal.
- D. Leverage Live Agent for web-based chat.
Answer: C,D
NEW QUESTION 90
Universal Containers' support management team has noticed an increase in wait times over the last several
months when customers call in for support. Which two recommendations should a Consultant suggest to help
decrease customer wait times? Choose 2 answers
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Answer: A,C
NEW QUESTION 91
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Create the custom fields for the slide type
- B. Set up the article actions and assign publishers to each action
- C. Set the publication status of the article tame to draft status
- D. Create the data categories and set up the data category values.
- E. Set up a zip file that contains the CSV, HTML, and image files.
Answer: B,D,E
NEW QUESTION 92
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users
- B. Assign the Salesforce users to the Call Center.
- C. Install an adapter from AppExchange to work with third-party CTI systems
- D. Use Apex to create an adapter to work with third-party CTI systems
- E. Create a SoftPhone layout and assign to user profiles
Answer: B,C,E
NEW QUESTION 93
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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:
- Implementation Strategies 19%
- Contact Center Analytics 5%
- Service Cloud Solution Design 19%
- Interaction Channels 9%
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Free Salesforce Service Cloud Consultant Service-Cloud-Consultant Ultimate Study Guide: https://drive.google.com/open?id=1PZTAvR2oLASi4jttHTmVdkGAhVvRRGqw