Real Service Cloud Consultant Dumps 2022 - Study Service Cloud Consultant Exam Questions and Answers

Real Service Cloud Consultant Dumps 2022 – Study Service Cloud Consultant Exam Questions and Answers

Eleanor2024-10-14T15:18:11+00:00

By Eleanor Salesforce, Salesforce Consultant

One passing the Service Cloud Consultant exam to be a certified professional is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success. For more, passing Service Cloud Consultant exam can get help from the real Service Cloud Consultant dumps. Memorize these Service Cloud Consultant real questions in a PDF file because these questions have a high probability to appear in the next Service Cloud Consultant actual exam.

Study Free Service Cloud Consultant Demo Questions Below First

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1. Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

Interactive Voice Response

Computer Telephone Integration

Social Customer Service

Live Agent

2. 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.

3. 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

4. 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

5. 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

6. 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

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

7. 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

8. 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.

Configure workflow rules for each data category

Configure article types for each kind of content

Define approval processes for each article type

Define approval processes for each product

Configure data category values for each product

9. 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?

Follow the SMEs to receive automatic updates when they add case comments

Bookmark all the comments related to the issue from SMEs

Use hashtag (#) to track the customer case and SMEs comments

@mention the SMEs on the case Chatter feed and follow the case

10. 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?

Create a bucket field on a report to calculate the percentage of escalated cases

Create a case report with a custom summary formula to calculate the percentage of escalated cases

Create a formula field on the case record to calculate percentage of escalated cases

Create a daily snapshot report of all cases and calculate percentage of escalated cases

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11. What are two benefits of deploying Knowledge in Customer Communities?

Reduces incoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

12. 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.

13. Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

14. 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.

15. Universal Containers is setting up a field service dispatch contact center .

Which functionality should be considered when designing the contact center? (Choose 2)

Chatter groups for customer

Mobile access to case information

Visibility into service entitlements

Predictive dialer for outbound calls

16. 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?

Create an article action for each record type and assign them to each team based on their product specialization

Create a permission set for each record type and assign them to each team based on their product specialization

Create a page layout for each article type and assign them to each team based on their product specialization

Create a data category for each product and assign them to each team bases on their product specialization

17. 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

18. 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

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

Knowledge base

Community forum

Assignment rules

Web chat

Case routing

20. Universal Containers (UC) is developing a strategy for supporting customers on social media sites.

UC's requirements include the ability to:

• Monitor Facebook fan page for new posts and comments from customers

• Link new posts and comments to an existing customer record

• Respond to posts from the existing Salesforce Console for Service

• Create and link social personas to contacts

What should a consultant recommend to meet these requirements?

Create a Lightning Platform app for Facebook monitoring.

Enable Social Customer Service.

Integrate Facebook to its existing Customer Community.

Enable Salesforce social profile on contacts.

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21. 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

22. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter) .

What should a consultant recommend to accomplish this?

Create a service cloud console to support all channel groupings.

Create an agent profile for each channel grouping.

Create a unique case page layout for each channel grouping.

Create an agent role for each channel grouping.

23. Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured to satisfy this requirement?

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

24. 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.

25. 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

26. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

Users must use Lightning Experience.

Publisher Actions used in the macros must be on the page layout.

The Macros widget or utility must be added to the console.

The Run Macros Permission must be granted to users.

The Run Macros Action must be on the page layout.

27. 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.

28. Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well .

Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Grant managers the Manage Salesforce Knowledge permission.

Create at least two different data categories.

Create at least two different article types.

Create at least two different approval processes.

Grant managers the Manage Data Categories permission.

29. Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.

How can a consultant migrate the file attachments?

Use the files related list on each article to add files to your articles.

Post the files to the chatter feed on each article.

Upload the files as documents, then relate them to the migrated articles.

Use the lightning knowledge migration tool and choose “include files”.

30. 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.

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31. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Omni-Channel Utility Component

Cases report sorted by Rep and Case Owner

Cases report sorted by Rep and Case CreatedDate

Omni-Channel Supervisor tab

32. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

Which three statements should be considered? Choose 3 answers

Attachments and .html files in Classic Knowledge are moved to the Files object.

Visualforce pages refer to Classic article types.

Each article must be associated to a record type.

Approval process history migrate to Lightning Knowledge.

Article numbers change during migration.

33. 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.

34. 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

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

Work order

Case

Service

Entitlement

Account

36. A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.

What should a consultant recommend?

Define data categories with custom visibility.

Define article types with public sharing settings.

Define topics for each knowledge article.

Define a custom field to identify the subject.

37. A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

The Customer is shown the new Rep's name

Both Service Reps can chat with the customer

The chat transcripts and case are transferred

The Customer doesn't know they were transferred

38. 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?

Configure Case Escalation Rules.

Define Entitlement and Milestones.

Use Process Builder with Scheduled Actions

Enable Omni-Channel Routing.

39. UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

Email-to-Case

Web-to-Case

On-Demand Email-to-Case

Customer Chatter groups

40. A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Customer Community

Field Service Lightning

SOS Video Chat

Salesforce Knowledge

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41. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem?

Grant Authors access to the FAQ article type.

Set article Org Wide Default to Public ReadWrite.

Add Authors to the FaQ Data Category.

Grant Authors access to the FaQ record type

42. 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

43. 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?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

44. Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Allows Chatter Messenger to be used between agents

Displays records and their related items as tabs on one screen

Is available for users in the partner portal

Indicates when records and lists are changed by others

45. 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

46. 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

47. 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

48. A client's Support Call Center has seen an increase in call volume on a new product line.

The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

49. UC has discovered that the average time an agent takes to resolve a case has increased.

What should a consultant recommend to help reverse this trend? Choose 2 answers.

Track social sentiment across social media outlets

Improve the training provided to existing agents

Hire more agents for the contact centers

Configure entitlements and milestones to enforce SLAs

50. Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.

What is the first step an Administrator is required to perform in order to configure Omni Channel?

Assign Users to Omni Channel permissions

Enable Omni Channel by clicking Settings in Setup

Assign Users to the Omni Channel Feature License

Contact Salesforce to have Omni Channel enabled

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51. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

52. Universal Containers purchased Knowledge and would like to implement it as soon as possible .

What approach should a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

53. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores .

What customer-related metric should the customer support management analyze? Choose 2 Answers

Escalated cases by account month to date

High priority cases opened by account month to date

Time spent by account year to date

New cases opened by the account channel

54. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality with configuration?

Remove these fields from the page layout and add the components to the highlights panel.

Add these fields to the page layout and add the components to the highlights panel

Remove these fields from the page layout and add the fields to the highlights panel

Add the fields to the page layout and add the fields to the highlights panel.

55. Which search mechanism should be used to find case comments from within the lightning service console?

Search utility component

Comment search component

Comments list view

Global search

56. Customer Community to provide customers with a self-service option for support .

Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

Allows customers to customize their user interface

Allows customers the ability to collaborate

Allows customers to customize reports and dashboards

Allows customers to search a knowledge base.

57. The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement .

Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

Create a central "Contact Us" page which provides access to all available channels.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

58. 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

59. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

Field Service Lightning

Lightning Console

Salesforce Mobile App

Employee Community

60. 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.

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61. Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

62. Universal Containers will be launching a telesales contact center .

What should be considered in the design? Choose 2 answers.

Integration with Field service teams and apps

Strategies to maximize call deflection

Performance for high volume of interactions

Integration with Lead Generation team and apps

63. 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

64. A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members .

What should a Consultant recommend?

Define Article Types with Public Sharing Settings.

Define Data Categories with Custom Visibility.

Define Topics for each Knowledge article.

Define a Custom Field to identify the Subject.

65. 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?

Omni-Channel routing

Standard Email-to-Case

Web-to-Case forms

On-Demand Email-to-Case

66. 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?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

67. 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.

68. The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend? Choose 2 answers

Customer community

Knowledge base

Service cloud console

Automatic call distribution

69. 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?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

70. 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

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71. 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.

72. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case .

How should this requirement be met?

Create a custom related list on the case.

Create a custom view on the Case tab.

Create a custom Visualforce page.

Create a custom report.

73. Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support .

Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create cases online.

74. 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?

Implement Quick Text

Enable the Support Process for default email templates

Implement Macros

Implement Email-To-Case

Enable the support setting for default email templates

75. Which method can be used to route cases from social channels?

use Twitter-to-case and add workflow rules to the case object.

Enable Social Customer Service and add assignment rules to the case object.

Enable Social Network Profile and add workflow rules to the contact object.

Enable Social Network Profile and add assignment rules to the case object.

76. Which solution should a consultant recommend?

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

77. 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

78. 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

79. A contact center manager wants to measure the impact of a new customer care program.

What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Service level agreement

First call resolution

Average handle time

Customer satisfaction survey

80. Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

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81. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection

Increased call routing accuracy

Reduced issue resolution time

Reduced support channels

Optimized use of resources

82. Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

Configure Case Assignment Rules

Configure Omni-Channel with Most Available Routing

Configure Live Agent Skills-based Routing

Configure Omni-Channel with Least Active Routing

83. Universal Containers wants to measure the efficiency of its contact center .

Which three metrics should the contact center manager analyze? Choose 3 answers

Number of open cases per day

Number of new customers added

Number of closed cases on first call

Average number of days to close cases

Number of cases escalated

84. 1.Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center .

Which two features should a Consultant consider implementing? Choose 2 answers

Use a community template to set up their customer community.

Enable web -to -case on their public website.

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

Add the Question action to Chatter in the community publisher.

85. Which three processes are uses case for Visual Workflow? Choose 3 answers

Cross-sell promotions for agents

Decision-based troubleshooting for agents

Assignment of email to a case queue based on subject

Caller verification and creation of a new case

Field validation during case creation

86. The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Limit Customers to 5 Cases per day.

Provide a self-help Customer Community.

Add more support phone lines.

Ask sales reps to respond to support Cases.

87. Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

Partial Copy Sandbox

Administrator Sandbox

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88. 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.

89. 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.

90. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

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91. 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.

92. Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page

Process Builder

93. Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.

What solution should a consultant recommend?

Email-to-Case

web-to-Case

An AppExchange package

On-Demand Email-to-Case

94. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page .

How can this be achieved?

Customer view of case tab

Custom Visual force page

Custom report

Custom related list

95. 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

96. 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

97. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 .

How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

98. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.

Which two benefits can be expected from KCS adoption? Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

99. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management .

Which two reports should the contact center manager present to executive management? Choose 2 answers

Number of cases closed by self-service users.

Average call handle time by team.

Number of Knowledge articles created each month.

Number of cases created using Communities by month.

100. 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)

Hide the Article Management tab for users who should have read-only access to articles.

Set the organization-wide default to private and create sharing rules for the FAQ article type

Enable the Manage Articles permission for the publisher profile and assign it to users

Create a publisher profile that includes create access on the FAQ article type.

Real Service Cloud Consultant Dumps 2022 – Study Service Cloud Consultant Exam Questions and Answers

Real Service Cloud Consultant Dumps 2022 – Study Service Cloud Consultant Exam Questions and Answers

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