[Apr 09, 2022] Service-Cloud-Consultant Dumps PDF and Test Engine Exam Questions - Actualtests4sure
Verified Service-Cloud-Consultant exam dumps Q&As with Correct 368 Questions and Answers
NEW QUESTION 167
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Create a central "Contact Us" page which provides access to all available channels.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,D,E
NEW QUESTION 168
Milestones can be added to which three object types?
Choose 3 Answers
- A. Service
- B. Case
- C. Entitlement
- D. Work order
- E. Account
Answer: B,C,D
NEW QUESTION 169
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases in each status
- B. Number of cases created sorted by order
- C. Number of solutions created per agent
- D. Number of cases by type by owner
Answer: B,D
NEW QUESTION 170
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.
- A. Train support agents
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION 171
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 172
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Strategies to maximize call deflection
- B. Performance for high volume of interactions
- C. Integration with Field service teams and apps
- D. Integration with Lead Generation team and apps
Answer: B,D
NEW QUESTION 173
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 174
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.
- A. Ability to determine if a customer has escalated a case in the past
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to enforce service levels with the time-dependent processes
Answer: B,C
NEW QUESTION 175
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. Customize the My Teams Calls this week standard report.
- B. Create a Custom Report type with activities as the primary object.
- C. Build a Summary report on Products and Activities.
- D. Set up a reporting snapshot of the case, contact and activity objects.
Answer: A
NEW QUESTION 176
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a record Highlights Panel
- C. On a utility bar of the Lightning App
- D. On a record Activity Feed list
Answer: D
NEW QUESTION 177
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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. Standard email to case
- B. Web to case forms
- C. On-Demand Email-to-case
- D. Omni channel routing
Answer: C
NEW QUESTION 178
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Escalate a question to a case
- B. Select best answers for questions.
- C. External users can subscribe to Answers
- D. Answers can be exposed to partner portal users
- E. Knowledge articles can be created from Answers
Answer: A,B,E
NEW QUESTION 179
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?
- A. Omni-Channel
- B. AppExchange solution
- C. Social Conversation Component
- D. Custom Lightning Component
Answer: C
NEW QUESTION 180
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Implement an adapter built on Open CTI.
- B. Move to a cloud -based telephony system.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Implement an adapter using the Telephony API.
Answer: A
NEW QUESTION 181
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)
- A. Create escalation rules to re-assign cases after SLAs have expired.
- B. Create case teams and introduce swarming to resolve cases.
- C. Enable and use Chatter feed tracking on the case object.
- D. Enable the Service Cloud Console and Knowledge sidebar for agents.
Answer: B,C
NEW QUESTION 182
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?
- A. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Force.com migration tool, Force.com IDE, and change sets
Answer: D
NEW QUESTION 183
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