Salesforce Certified Service cloud consultant - Service-Cloud-Consultant Exam Practice Test

Question 1

Cloud Kicks 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 agreements (SLAs).
Which feature should the consultant consider?

A. Entitlements

B. Service Contracts

C. Case Management

Correct Answer: A

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Question 2

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

A. Create reports to analyze data in order to understand peak times and ensure adequate.

B. Set up analytical snapshots to capture key case Information and create historical trending reports.

C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.

Correct Answer: A

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Question 3

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

A. Use Salesforce Connect and External Objects to represent this information in Salesforce.

B. Create a dynamic action that launches the ERP system with a deep link to the order locator.

C. Create a batch integration process that runs hourly to pull all order updates into Salesforce

Correct Answer: A

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Question 4

Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

A. Predefine case teams and use assignment rules.

B. Configure Web-to-Case and use assignment rules,

C. Create queues with support agents and use assignment rules.

Correct Answer: C

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Question 5

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?

A. Reduced issue resolution time

B. Reduced administrative overhead

C. Reduced need for self-service

Correct Answer: A

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Question 6

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

A. Add the Manage Salesforce Knowledge permission to the user's profile.

B. Inform users that the only way to create articles is from the Knowledge component.

C. Enable Read/Write/Create permissions for Knowledge articles.

Correct Answer: A

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Question 7

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?

A. Configure a Case list view filtered by My Cases.

B. Configure a Case list view filtered by My Case Teams.

C. Configure a Case related list on the Product page layout.

Correct Answer: B

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Question 8

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?

A. Omni-Channel Supervisor and Whisper Messages

B. Chat Supervisor tab and Whisper Messages

C. Incident Management tab and Whisper Messages

Correct Answer: A

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Question 9

Universal Containers is implementing Service Cloud Voice with Amazon Connect. The administrator created a new sandbox for testing.
What should the administrator expect with regard to the new sandbox configurations?

A. The AWS Account and contact centers are copied automatically when the sandbox is created, but voice call data is not.

B. A new AWS Account is automatically created, but the contact center and voice call data are not copied into the new sandbox.

C. The AWS Account, contact centers, and voice call data are copied automatically when the sandbox is created.

Correct Answer: B

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Question 10

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

A. Activity analytics tab

B. Case History related list

C. Actions & Recommendations component

Correct Answer: C

Explanation: Only visible for Actualtests4sure members. You can sign-up / login (it's free).

Salesforce Certified Service cloud consultant - Service-Cloud-Consultant Exam Practice Test

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