[Apr 05, 2022] Get New Service-Cloud-Consultant Certification Practice Test Questions Exam Dumps [Q123-Q143]

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April 5, 2022

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[Apr 05, 2022] Get New Service-Cloud-Consultant Certification Practice Test Questions Exam Dumps

Real Service-Cloud-Consultant Exam Dumps Questions Valid Service-Cloud-Consultant Dumps PDF

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:

Interaction Channels 9%
Service Cloud Solution Design 19%
Integration and Data Management 6%
Knowledge Channels 9%

NEW QUESTION 123
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

Custom indexes

Tiered data strategy

Record types

Divisions

Custom search

NEW QUESTION 124
UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?

Data loader, change sets, and Force.com Excel Connector

Force.com migration tool, Force.com IDE, and change sets

Visual Workflow, data loader, and Force.com IDE

Mass Transfer Records, change sets, and Force.com migration tool

NEW QUESTION 125
Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must beadded to the case Feed.

The specific quick action must be added to the case record Type.

NEW QUESTION 126
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone
to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Install an adapter from AppExdiange to work with third-party cn systems.

Enable Live Agent in their community to chat with an agent.

Assign the correct Salesforce users to the Call Center.

Create a softphone layout and assign to user profiles.

Assign the Salesforce CTI license to Salesforce users.

NEW QUESTION 127
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)

First contact resolution rate

Number of total cases handled

Total number of solutions created by agent

Average number of knowledge articles published

NEW QUESTION 128
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on the case object.

NEW QUESTION 129
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?

Change the org-wide default for cases and contacts internal access to private.

Update the case assignment rule to add the site member to the predefined case team.

Create a sharing rule to share the contact record with the site member.

Set up a sharing set to grant access based on the site member’s contact record.

NEW QUESTION 130
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product – related and other cases and configure console components to show customer – or product related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

NEW QUESTION 131
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?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

NEW QUESTION 132
What are two design considerations for a Live Agent implementation? Choose 2 answers

Chat Visitor Browser

Chat Window Title

Chat Character Limit

Idle Connection Timeout

NEW QUESTION 133
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 134
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

Data loader, change sets, and Force.com Excel Connector

Force.com migration tool, Force.com IDE, and change sets

Visual Workflow, data loader, and Force.com IDE

Mass Transfer Records, change sets, and Force.com migration tool

NEW QUESTION 135
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)

Chatter groups for customer

Mobile access to case information

Visibility into service entitlements

Predictive dialer for outbound calls

NEW QUESTION 136
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

NEW QUESTION 137
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

Reduce the cost per call

Train support agents

Align agent performance goals with KPIs

Hire additional support agents

NEW QUESTION 138
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

Reduce the cost per call

Train support agents

Align agent performance goals with KPIs

Hire additional support agents

NEW QUESTION 139
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

Case Auto -Response Rules

Omni -Channel

Case Assignment Rules

Visual Workflow

NEW QUESTION 140
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?

Enable social profile and add workflow rules to the contact object

Use Twitter-to-Case and add workflow rules to the case object

Enable social profile and add assignment rules to the case object

Use the routing queues provided with Salesforce for Twitter and Facebook

NEW QUESTION 141
SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this
best be achieved?

Use entitlements to define a process and milestones

Use case teams to close

Use escalation rules

NEW QUESTION 142
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

Force.com Sites with Knowledge and Email-to-Case

Visualforce and Self-Service Portal

Force.com Sites with Knowledge and Web-to-Case

Force.com Sites and High-Volume Customer Portal

NEW QUESTION 143
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

Automatic Call Distributor (ACD)

Entitlements

Workflow Management (WFM)

Chat log history

Interactive Voice Response (IVR)

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