Practice on 2024 LATEST Service-Cloud-Consultant Exam Updated 199 Questions
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Salesforce Service-Cloud-Consultant Exam is designed for professionals who want to demonstrate their expertise in the Service Cloud domain. As a Salesforce Certified Service Cloud Consultant, you will be recognized for your ability to design and implement Service Cloud solutions that meet the unique needs of your customers. Salesforce Certified Service cloud consultant certification is ideal for individuals who work with customers and focus on delivering outstanding customer service experiences.
NEW QUESTION # 27
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 using the Telephony API.
- B. Move to a cloud -based telephony system.
- C. Implement an adapter built on Open CTI.
- D. Build an adapter using the telephony vendor's toolkit.
Answer: C
NEW QUESTION # 28
Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?
- A. Create a formula field on the case record to calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- D. Create a bucket field on a report to calculate the percentage of escalated cases
Answer: B
NEW QUESTION # 29
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles
while taking calls. The company needs to migrate the existing knowledge base of documents and images into
Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create a single CSV file, including all article types
- B. Create HTML files referencing image to be uploaded
- C. Match each new article to an existing article type
- D. Create multiple CSV files, one for each article type
- E. Load all articles with the Apex data loader tool
Answer: B,C,D
NEW QUESTION # 30
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Categories no longer control access to articles.
- B. Data Category Visibility of All Categories provides Public Read/Write access.
- C. Data Category Visibility of AM Categories provides Public Read Only access.
- D. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
Answer: A
Explanation:
Explanation
This is the main consideration when enabling "Use standard Salesforce sharing" in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified References: : Control Article Access with Sharing Settings
NEW QUESTION # 31
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A. Enable templates for written responses.
- B. Improve the agent interface.
- C. Employ surveys to confirm customer satisfaction.
- D. Increase the number of agents.
Answer: A,C
NEW QUESTION # 32
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. Open the Omni-Channel Supervisor tab.
- C. Change the owner to a queue associated with the routing configuration,
- D. Log in as a user who is enabled for Omni-Channel access.
- E. Open the record you want to route.
Answer: A,B,D
NEW QUESTION # 33
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It captures the same informaion as First Call Resolution.
- B. It is askewed by calls that are quickly answered
- C. It includes blocked and abandoned calls.
- D. It is the typical experience of a caller.
Answer: C
NEW QUESTION # 34
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based profiles to restrict access using data categories
- B. Create geography-based roles to restrict access using data categories
- C. Create geography-based profiles to restrict access by mapping article types
- D. Create geography-based roles to restrict access by mapping article types
Answer: B
NEW QUESTION # 35
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Knowledge in a Service Cloud portal.
- B. Enable Chatter for agent collaboration.
- C. Enable Ideas in a Service Cloud portal.
- D. Create auto response templates for emails.
Answer: A,D
NEW QUESTION # 36
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Activate a Validation Rule
- B. Create a Case Macro
- C. Define Case Escalation Rules
- D. Configure Process Builder
Answer: D
NEW QUESTION # 37
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Self Service Knowledge
- B. Workforce Engagement
- C. Incident Management
- D. Video Support
Answer: C
Explanation:
Explanation
Incident Management is the recommended feature to meet the requirements, because it allows UMS to create incidents that represent service disruptions or outages, and link them to related cases and work orders. Incident Management also enables UMS to communicate with customers and internal teams about the incident status, impact, and resolution through email templates, chatter posts, and web pages. Verified References: : Incident Management Overview
NEW QUESTION # 38
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge articles created by call center agents.
- B. Number of knowledge articles in each data category.
- C. Knowledge search query with no results.
- D. Knowledge articles with the lowest rating.
Answer: C,D
NEW QUESTION # 39
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set
of factors should be considered in selecting which articles to migrate?
- A. Original creation date and average rating of articles
- B. Original creation date and total number of article views
- C. Last modified date and frequent search terms
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION # 40
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information
website? Choose 2 answers.
- A. Display articles in Salesforce Answers.
- B. Publish articles to the Web using Salesforce Publisher.
- C. Display articles in a public knowledge base.
- D. Display articles with HTML, images, and links.
Answer: C,D
NEW QUESTION # 41
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Edits the case
- B. All of the above
- C. Reads the case
- D. Adds an activity or sends an email from the case record
- E. Adds a related comment to the case
Answer: A
NEW QUESTION # 42
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Salesforce Service-Cloud-Consultant Exam is a certification program designed for individuals who specialize in implementing and managing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for professionals who work as consultants or administrators, providing expertise in the design, implementation, and management of customer service solutions on the Salesforce platform.
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