Ensure Success With Updated Verified Service-Cloud-Consultant Exam Dumps [2023]
Exam Materials for You to Prepare & Pass Service-Cloud-Consultant Exam.
Salesforce Service-Cloud-Consultant certification exam is designed for professionals who want to demonstrate their expertise in implementing and consulting on Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is highly sought after by individuals who are looking to advance their careers in the Salesforce ecosystem, and it is a testament to their skills and knowledge in the field of customer service.
To become a Salesforce Certified Service Cloud Consultant, the candidate must pass the Service-Cloud-Consultant exam. Service-Cloud-Consultant exam covers topics such as Service Cloud functionality, designing customer service solutions, managing service level agreements, and optimizing customer service processes. Salesforce Certified Service cloud consultant certification is intended for professionals who work in roles such as service managers, customer service representatives, and customer support agents.
NEW QUESTION # 35
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Ask contact center managers to review data each quarter to possibly delete.
- B. Create a data retention plan that archives or purges Cases at regular intervals.
- C. Write an Apex trigger that deletes one case each time a new case is created.
- D. Optimize queries to reduce the scope of Cases included with each search.
Answer: B,D
NEW QUESTION # 36
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case assignment rules
- B. Case queues
- C. Case dashboards
- D. Case custom reports
Answer: A,B
NEW QUESTION # 37
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Follow the SMEs to receive automatic updates when they add case comments
- C. Use hashtag (#) to track the customer case and SMEs comments
- D. Bookmark all the comments related to the issue from SMEs
Answer: A
NEW QUESTION # 38
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. An organization-wide default of Public Read/Write on the Case object.
- C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- D. A sharing set to grant the Customer Community user access to records associated to their Contact record.
Answer: A
NEW QUESTION # 39
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 consultnat recommend to address this problem.
- A. Configure flow Builder /Process Builder
- B. Activate a validation rule
- C. Create a Case Macro
- D. Define case escalation rules
Answer: A
NEW QUESTION # 40
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
- A. Assign up to 10 data categories per category group to each article.
- B. Consolidate into 3 or fewer category groups.
- C. Organize up to 200 categories in each category group.
- D. Reorganize Into a hierarchy with 6 or fewer levels.
Answer: A
NEW QUESTION # 41
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each article type
- B. Configure data category values for each product
- C. Configure article types for each kind of content
- D. Configure workflow rules for each data category
- E. Define approval processes for each product
Answer: B,C,D
NEW QUESTION # 42
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Use Process Builder with Scheduled Actions
- B. Define Entitlement and Milestones.
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
Answer: B
NEW QUESTION # 43
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 a recordActivity Feed list
- B. On a record Highlights Panel
- C. On a utility bar of the Lightning App
- D. On the Calendar right hand panel
Answer: A
NEW QUESTION # 44
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 agents to create their own personal articles.
- B. Enable article customization for open cases.
- C. Enable article submission during case close.
- D. Enable suggested articles on new cases.
- E. Create an email template to send articles as PDF attachments.
Answer: C,D,E
Explanation:
Explanation
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates
NEW QUESTION # 45
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Scheduled flow
- B. Apex Trigger
- C. Dynamic Form
- D. Quick Action
Answer: D
Explanation:
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack
NEW QUESTION # 46
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
- A. Develop data map
- B. Normalize database
- C. Enable data validation rules
- D. Perform data cleaning
Answer: A,D
NEW QUESTION # 47
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Chatter group and invite the customer to join with an external chatter user.
- B. Set up insert Article into Social post and enable the customer community portal.
- C. Create a Visualforce page on the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: B
NEW QUESTION # 48
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Customer Community
- C. Chatter Answers
- D. Knowledge Base
- E. Live Agent
Answer: B,C,D
NEW QUESTION # 49
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Accoun team relationship to the primary contact
- B. Work order and customer contact escalation requiements
- C. Case closure rules on the original case
- D. Total number of accound and contact records in the database
- E. Visibility and accesst to the work order records
Answer: B,C,E
NEW QUESTION # 50
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Lightning Row for Service
- C. Interaction Log
- D. Lightning Process Builder
Answer: B,C
NEW QUESTION # 51
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A. Increase the number of agents.
- B. Enable templates for written responses.
- C. Employ surveys to confirm customer satisfaction.
- D. Improve the agent interface.
Answer: B,C
NEW QUESTION # 52
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of content packs attached to cases.
- B. Number of successful keyword searches.
- C. Number of Chatter files attached to cases.
- D. Number of articles associated to cases.
- E. Number of published article views.
Answer: B,C,D
NEW QUESTION # 53
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. The Social Feed
- B. A Twitter Macro
- C. The Case Feed
- D. A Custom Component
Answer: C
NEW QUESTION # 54
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION # 55
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails related to a case will update the case comments
- B. Only one inbound email address can be used for Email-to-Case
- C. Assignment, escalation, and workflow rules are processed on inbound emails
- D. Follow-up emails and attachments related to a case are attached to the case
Answer: A,D
NEW QUESTION # 56
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the
Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Configure Macros
- B. Collapsible Sidebar Components
- C. Multiple Monitors Components
- D. Console Keyboard Shortcuts
Answer: A
NEW QUESTION # 57
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