Service-Cloud-Consultant Free Exam Questions and Answers PDF Updated on Aug-2024
Latest Service-Cloud-Consultant Exam Dumps Recently Updated 178 Questions
Salesforce Service-Cloud-Consultant (Salesforce Certified Service cloud consultant) Exam is a certification test that focuses on the knowledge and skills required to deliver efficient and effective customer service solutions using the Salesforce Service Cloud platform. It is designed for professionals who have experience in designing and implementing customer service solutions on the Salesforce platform. Service-Cloud-Consultant exam is one of the most popular and in-demand Salesforce certifications, and passing it can help professionals advance their career in the Salesforce ecosystem.
NEW QUESTION # 83
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article submission during case close.
- B. Create an email template to send articles as PDF attachments.
- C. Enable agents to create their own personal articles.
- D. Enable article customization for open cases.
- E. Enable suggested articles on new cases.
Answer: A,B,E
NEW QUESTION # 84
The Support Manager at Universal Containers has determined that there are five common case types that are
always resolved during the first call. Additionally, the support manager noticed that support agents are sending
similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?
- A. Implement Email-To-Case
- B. Implement Quick Text
- C. Enable the support setting for default email templates
- D. Enable the Support Process for default email templates
- E. Implement Macros
Answer: B,C,E
NEW QUESTION # 85
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
- A. Each article must be associated to a record type.
- B. Visualforce pages refer to Classic article types.
- C. Attachments and .html files in Classic Knowledge are moved to the Files object.
- D. Approval process history migrate to Lightning Knowledge.
- E. Article numbers change during migration.
Answer: B,C,E
Explanation:
Explanation
Attachments and .html files in Classic Knowledge are moved to the Files object, Visualforce pages refer to Classic article types, and article numbers change during migration are statements that should be considered when migrating an existing knowledge base into Salesforce Lightning Knowledge. These statements reflect some of the changes and challenges that may occur during the migration process. For example:
Attachments and .html files in Classic Knowledge are moved to the Files object because Lightning Knowledge does not support attachments on articles. Files can be related to articles using rich text fields or file fields.
Visualforce pages refer to Classic article types because Lightning Knowledge does not support Visualforce pages on articles. Visualforce pages need to be replaced with Lightning components or other solutions.
Article numbers change during migration because Lightning Knowledge uses a different numbering system than Classic Knowledge. Article numbers are prefixed with KA in Lightning Knowledge instead of KB in Classic Knowledge.
Verified References: Service Cloud Consultant Certification Guide & Tips, Migrate Your Salesforce Classic Knowledge Base to Lightning Knowledge
NEW QUESTION # 86
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Enable the Manage Articles permission for the publisher profile and assign it to users
- B. Set the organization-wide default to private and create sharing rules for the FAQ article type
- C. Hide the Article Management tab for users who should have read-only access to articles.
- D. Create a publisher profile that includes create access on the FAQ article type.
Answer: A,D
NEW QUESTION # 87
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Salesforce Knowledgebase
- B. Service Cloud SOS
- C. Field Service Lightning
- D. Chatter Groups
Answer: B,C
NEW QUESTION # 88
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. Lightning External Apps Starter
- C. High Volume Customer Portal
- D. Customer Community
Answer: A
NEW QUESTION # 89
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
- A. Entitlements
- B. Workflow Management (WFM)
- C. Chat log history
- D. Automatic Call Distributor (ACD)
- E. Interactive Voice Response (IVR)
Answer: B,D
NEW QUESTION # 90
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact list view edit time
- B. Contact view page load time
- C. Contact related list load time
- D. Contact report run time
Answer: D
NEW QUESTION # 91
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 agent console applications and configure the Iayout based on the user's requirements.
- B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- C. Create case page layouts for each interaction channel and assign them to different agent profiles.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Answer: B
NEW QUESTION # 92
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Utilize KCS to manage Knowledge
- B. Implement SOS for mobile experience
- C. Add Live Agent to public-facing sites
- D. Configure Chatter for public access
- E. Create a Customer Community
Answer: A,B,C
NEW QUESTION # 93
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. Standard Email-to-Case
- B. On-Demand Email-to-Case
- C. Web-to-Case forms
- D. Omni-Channel routing
Answer: B
NEW QUESTION # 94
The Service Manager at universal Containers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching the
knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create an article action for each record type and assign them to each team based on their product
specialization - B. Create a permission set for each record type and assign them to each team based on their product
specialization - C. Create a page layout for each article type and assign them to each team based on their product
specialization - D. Create a data category for each product and assign them to each team bases on their product
specialization
Answer: D
NEW QUESTION # 95
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
- A. Case report grouped by Call Center
- B. Dynamic Dashboard grouped by Call Center
- C. Case History report grouped by Call Center
Answer: B
Explanation:
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.
NEW QUESTION # 96
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Create and assign permission sets to give agents social account access.
- B. Enable the Moderation feature to automatically create cases from posts.
- C. Retrieve Social Studio credentials.
- D. Select two Twitter or Facebook accounts.
Answer: A,D
Explanation:
Customer Community Login licenses are used for external users who access Experience Cloud sites and need to view and execute reports with the ability to "Run as specified user". This license type allows users to create and manage cases, as well as access custom objects and tabs. Customer Community Login licenses are based on the number of monthly logins and are suitable for occasional users who do not need full access to standard CRM functionality. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses
NEW QUESTION # 97
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with
\lobal data protection and privacy regulations.
Vhich solution should the consultant recommend to meet the requirement?
- A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable.
- B. Search and remove all customer information, including records and in unindexed free-text fields, and refresh sandboxes to ensure no data retention.
- C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
Answer: B
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend a thorough approach to data deletion. This includes searching and removing all customer information from Salesforce, covering both structured data (like records) and unstructured data (such as comments or notes in free-text fields). Additionally, refreshing sandboxes after this process ensures that any copies of the data in development or testing environments are also purged, maintaining compliance and safeguarding privacy.
NEW QUESTION # 98
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Enable Debug Omni Channel routing configuration in SttUp.
- B. Change the owner to a queue associated with the routing configuration,
- C. Open the record you want to route.
- D. Log in as a user who is enabled for Omni-Channel access.
- E. Open the Omni-Channel Supervisor tab.
Answer: A,D,E
NEW QUESTION # 99
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
Explanation:
Explanation
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
NEW QUESTION # 100
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Agents do not have access to the same Knowledge articles as customers.
- B. Self-service deflects easy cases, leaving more complex cases for agents.
- C. Customers are spending additional time searching for answers.
- D. Customers must spend additional time registering for the portal.
Answer: B
Explanation:
Explanation
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices
NEW QUESTION # 101
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
- A. Review guidelines and limits for Web-to-Case.
- B. Review Einstein Conversation Mining for Web-to-Case.
- C. Review Service Setup Assistant for Web-to-Case.
Answer: A
Explanation:
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
NEW QUESTION # 102
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 customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use escalation rules to assign the case to a case queue
- B. Use auto-response rules to send an email to the customer
- C. Use assignment rules to assign the case to a case queue
- D. Use workflow rules to send an email to the customer
Answer: D
NEW QUESTION # 103
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