Salesforce Service-Cloud-Consultant Real Exam Questions Test Engine Dumps Training With 152 Questions
Service-Cloud-Consultant Actual Questions Answers PDF 100% Cover Real Exam Questions
To earn the Salesforce Service-Cloud-Consultant certification, you need to possess a deep understanding of the Service Cloud platform and its various features. You should be proficient in designing, configuring, and implementing Service Cloud solutions that meet the business requirements of your clients. The certification exam covers a range of topics, including Service Cloud design, data management, case management, knowledge management, Omni-channel routing, and analytics. The exam consists of 60 multiple-choice questions that must be completed in 105 minutes. To pass the exam, you need to score at least 68% or higher. The Salesforce Service-Cloud-Consultant certification is a valuable credential that demonstrates your expertise in delivering exceptional customer service solutions using the Salesforce platform.
NEW QUESTION # 81
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- B. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- C. It does NOT require a software install for each call center user on a Windows-based PC.
- D. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- E. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
Answer: B,D,E
NEW QUESTION # 82
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data Cleansing
- B. Data mapping
- C. Data Normalization
- D. Activate data validation rules
Answer: A,B
NEW QUESTION # 83
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Custom lightning component
- C. Omni channel
- D. Appexchange solution
Answer: A
NEW QUESTION # 84
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Communicate information about the upgrade to customers in advance.
- B. Publish ongoing updates to the community knowledge base with details about the upgrade.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Replace the default outage page with a custom page containing upgrade information.
- E. Notify customers once the upgrade is completed and full services are restored.
Answer: A,D,E
NEW QUESTION # 85
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case with sites
- B. Email to case with web to case
- C. On-demand email to case
- D. Email to care with Site
Answer: B
NEW QUESTION # 86
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Milestone Actions
- C. Time-based Workflow Rules
- D. Scheduled Reports
Answer: D
NEW QUESTION # 87
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based roles to the associated product article types
Answer: C
NEW QUESTION # 88
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are
provided different service levels based on their Services agreement. The VP of Customer Service wants to use
Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain
stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Entitlements and Milestones
- C. Salesforce Console
- D. Case Assignment
Answer: B
NEW QUESTION # 89
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Representing metrics such as first-response and resolution time on cases
- B. Monitoring the case escalation rule queue to confirm service levels are met
- C. Identifying the customer contact associated with a particular stage of a service contract
- D. Displaying whether a case response complies with a customer's service level agreement
Answer: A,D
NEW QUESTION # 90
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. Both Service Reps can chat with the customer
- B. The chat transcripts and case are transferred
- C. The Customer is shown the new Rep's name
- D. The Customer doesn't know they were transferred
Answer: B,C
NEW QUESTION # 91
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Case Auto-Response Rules
- C. Visual Workflow
- D. Case Assignment Rules
Answer: A
NEW QUESTION # 92
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, publish, feedback, approve, consume
- B. Create, feedback, publish, approve, consume
- C. Create, approve, publish, consume, feedback
- D. Create, consume, feedback, approve, publish
Answer: C
NEW QUESTION # 93
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Add the Live Agent Component to the Utility bar.
- B. Configure Omni-Channel Supervisor tab and 3rd party access.
- C. Configure Live Agent Supervisor tab and Whisper Messages.
- D. Configure the SOS snap-in for the Lightning Service Console.
Answer: C
NEW QUESTION # 94
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Mass Email
- B. Escalation Rules
- C. Chatter Groups
- D. Public Groups
Answer: C
NEW QUESTION # 95
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. Configure data category values for each product
- B. Define approval processes for each article type
- 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: A,C,D
NEW QUESTION # 96
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. On-Demand Email-to-Case
- B. Standard Email-to-Case
- C. Omni-Channel routing
- D. Web-to-Case forms
Answer: A
NEW QUESTION # 97
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