Download Salesforce Service-Cloud-Consultant Mock Test Study Material [Q10-Q33]

Service-Cloud-Consultant Salesforce

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December 23, 2022

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Download Salesforce Service-Cloud-Consultant Mock Test Study Material

Service-Cloud-Consultant Questions Prepare with Learning Information

How much Service-Cloud-Consultant Exam Cost

The price of the Service-Cloud-Consultant exam is $200 USD.

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%
Interaction Channels 9%
Industry Knowledge 22%
Knowledge Channels 9%
Integration and Data Management 6%

NEW QUESTION 10
Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known
product bugs logged by the product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Use Web Services API to integrate the external database with Salesforce

Create a custom product bug object and import data into Salesforce

Use Bulk API to load the product bug data into Salesforce

NEW QUESTION 11
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

NEW QUESTION 12
Which solution should a consultant recommend?

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

NEW QUESTION 13
Auto Response rules work on which objects?

Leads and Cases

Leads and accounts

Accounts and Opportunity

Accounts and Cases

NEW QUESTION 14
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Add development resources to the project team to build out the additional requirements.

Adjust the project scope to accommodate new requirements and continue with the original project schedule

Document the requirements gap and communicate development options to the project team

NEW QUESTION 15
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

NEW QUESTION 16
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

Number of Chatter files attached to cases.

Number of published article views.

Number of articles associated to cases.

Number of content packs attached to cases.

Number of successful keyword searches.

NEW QUESTION 17
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?

Create an FAQ article type and configure the enable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

NEW QUESTION 18
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

Use workflow rules to send an email to the customer

Use escalation rules to assign the case to a case queue

Useauto-response rules to send an email to the customer

Use assignment rules to assign the case to a case queue

NEW QUESTION 19
Universal Containers requires that a case is logged for every incoming support call. Each case could require an
associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case
CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs
and FSRs should be stored on a child case or on a related custom object. What should Universal Containers
consider when designing the solution? Choose 3 answers

Average incoming case volume

Relationship to the primary contact

Case closure rules on the original case

RMA and FSR escalation requirements

Visibility and access to the RMA and FSR records

NEW QUESTION 20
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Workflow rule

Validation rules on case process field

Escalation rule to ignore business hours based on case criteria

NEW QUESTION 21
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

NEW QUESTION 22
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?

Automatic Call Distributor

Private Branch Exchange

Interactive Voice Response

Time and Attendance

NEW QUESTION 23
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

NEW QUESTION 24
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?

Allow the exercise to be done in a Production instance

Use a Full copy sandbox for the DR exercise

Use a Partial sandbox for the DR exercise

Use a Developer Pro sandbox for the DR exercise

NEW QUESTION 25
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?

Partial Copy Sandbox

Administrator Sandbox

Developer Pro Sandbox

Full Sandbox

NEW QUESTION 26
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app in developer org and use an unmanaged package to deploy to production.

NEW QUESTION 27
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?

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

NEW QUESTION 28
Universal Containers wants to monitor customers’ social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?

Omni-Channel

Social Conversation Component

AppExchange solution

Custom Lightning Component

NEW QUESTION 29
Universal Containers needs to customize Salesforce to improve its Support Agents’ experience so they can
work more efficiently.
Which two features requires Service Cloud?

Open multiple case records as tabs and sub tabs

Unique page layouts for each Case Record Type

Utility Bar

Access to Knowledge Articles

NEW QUESTION 30
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they
are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

Insert a reference Thread ID in the email subject template

Use Omni-Channel to automatically route inbound email

Assign a user to manually manage incoming email

Convert to an On-Demand Email-to-Case setup

NEW QUESTION 31
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

Ability to determine if a customer has escalated a case in the past

Ability to specify unique service levels for each customer

Ability to prompt callers for the service contract number within IVR menus

Ability to enforce service levels with the time-dependent processes

NEW QUESTION 32
Universal Containers’ customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

High priority cases opened by account month-to-date

Time spent by account year-to-date

Escalated cases by account month-to-date

New cases opened by account channel

NEW QUESTION 33
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact
center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

Average call handle time by team

Number of cases created using portal

Number of cases closed by a self-service user

Number of IVR inquiries without agent involvement

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