Service Cloud Consultant Practice Exam Salesforce Service Cloud Consultant Exam Guide

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Service Cloud Consultant certification, as a popular certification under the Salesfore Consultant role, is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. Answering Service Cloud Consultant exam to earn the certification is recommended to choose the Service Cloud Consultant Practice Exam as the preparation materials at ITExamShop, which offers the valid exam questions and answers for 100% passing guarantee. Come to download the Service Cloud Consultant pdf file to learn all the online Q&As to complete the preparation and pass the actual exam. Additionally, prior to attending Service Cloud Consultant exam, you need to complete the Administrator certification as the prerequisite.

Service Cloud Consultant Free Questions Help You Check The Quality OF Service Cloud Consultant Exam Guide

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1. Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Entitlements

Omni-channel

Case milestones

Case escalation

2. 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

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

3. Milestones can be added to which three object types? Choose 3 Answers

Work order

Case

Service

Entitlement

Account

4. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

5. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

Set up an intuitive Data Category hierarchy

Restrict the Manage Articles user permission

Enable and configure wildcards for article searches

Require that an article be added when closing a case

6. Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

Set up IVR with an automated response for customers affected by the recall to defect calls.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

7. 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

Number of cases created sorted by order

Number of cases by type by owner

Number of cases in each status

Number of solutions created per agent

8. Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio .

Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

Community

Web -to -Case

Live Agent

Chatter Questions

9. Universal Containers wants to implement a new web presence to support its customers.

It has provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over one million registered customers to securely submit cases and view the status of those cases

• Ability to display white papers to registered customers

• Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

Implement Partner Communities with Knowledge.

Implement Customer Communities with Content.

Implement Employee Communities with Content.

Implement Customer Communities with Knowledge.

10. Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

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11. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers .

Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

12. Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times .

Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

Configure Assignment Rules based on Case Priority.

Add the Entitlements related list to the Account Page Layout.

Create a Report of all active Entitlements grouped by Customers.

Configure Success, Warning, and Violation Actions for Milestones.

13. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search .

Which solution should a consultant recommend to meet this requirement?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

14. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

customer satisfaction Survey

Customer Purchase History

Customer Support Requests

Net promoter Score

Service Level Agreement

15. Which native Service Cloud solution is used for case satisfaction surveys?

Create a Web-to-case form with a custom case type of survey

Enable the case survey option on the case object

Enable the case survey auto-response rule

Check the survey option in the case settings

16. Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record .

What should a consultant recommend as part of the solution?

An outbound message to a middleware platform to provide map details

A mashup integration on the Account page to a third-party mapping service

A Web Service call-out that retrieves map details from the backend system

A custom tab of type URL that displays a map image of customer location

17. A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.

Which configuration option should be verified?

Verify that users have access to the chat buttons.

Verify that users are assigned the chat user profile.

Verify that users have access to the chat public group.

Verify that users are assigned the chat feature license.

18. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

Which solution should a Consultant recommend to meet this requirement?

Implement Field Service Lightning.

Integrate with an enterprise resource planning system.

Develop and publish a knowledge management system

Configure Visual Flows on Salesforce mobile.

19. Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.

What should a Consultant recommend to address this issue?

Insert a reference Thread ID in the email subject template

Use Omni-Channel to automatically route inbound email

Assign a user to manually manage incoming email

Convert to an On-Demand Email-to-Case setup

20. Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

Web-to-Case

Embedded Chat Service

Customer Community

Case Assignment Rules

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21. What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

Cleanse the data outside of Satesfbrce and then migrate the data.

Use the Salesforce data loader to load and cleanse the data.

Use the Salesforce import wizard to load and cleanse the data.

Upload the data into Salesforce and then run data cleansing tools.

22. Universal Containers (UC) wants to implement Service Cloud using Agile methodology .

How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

23. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.

Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Install an adapter from AppExdiange to work with third-party CTI systems.

Enable Live Agent in their community to chat with an agent.

Assign the correct Salesforce users to the Call Center.

Create a softphone layout and assign to user profiles.

Assign the Salesforce CTI license to Salesforce users.

24. The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric .

What should a consultant recommend to improve this metric?

Skills -based routing

Private branch exchange

Workforce management

Interactive voice response

25. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze? Choose 2 answers

High priority cases opened by account month-to-date

Time spent by account year-to-date

Escalated cases by account month-to-date

New cases opened by account channel

26. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Create a case assignment rule to ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a Process Builder and Flow to change the owner on closed cases.

Create a case validation rule to ensure cases are owned by a user when closed.

27. Which solution can be used to improve call deflection?

Knowledge base

Community forum

Assignment rules

Web chat

Case routing

28. Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

What feature should a consultant configure to meet this requirement?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

29. Universal containers are developing a business continuity plan for their contact center .

What should the company consider? Choose 2 answers

Recovery point objective

Criteria for plan activation

Open access to systems

Site consolidation

30. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

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31. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

Configure the Case highlights panel

Add a Visualforce page to the Case layout

Create Salesforce Classic Quick Action

Configure Case Feed page layouts

32. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

33. Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required .

Which solution should a Consultant suggest to improve the efficiency of console users?

Enable Keyboard shortcuts

Define criteria-based record page components

Configure Macros

Create multiple Console layouts

34. 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?

Customer Community Plus

Customer Community

High Volume Customer Portal

Lightning External Apps Starter

35. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

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