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Free Salesforce Service Cloud Consultant Service-Cloud-Consultant Ultimate Study Guide (Updated 350 Questions)
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NEW QUESTION 144
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Support Processes
- B. Approval Processes
- C. Support Types
- D. Record Types
Answer: A,D
NEW QUESTION 145
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on agent ratings on articles
Answer: A,D
NEW QUESTION 146
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of outbound calls per day
- B. Number of lead referrals
- C. Number of attempts to contact
- D. Number of closed cases
Answer: A,C
NEW QUESTION 147
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Numberof cases escalated by agent
- D. Number of articles attached to a case
Answer: A,D
NEW QUESTION 148
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Field Service Lightning
- C. Employee Community
- D. Lightning Console
Answer: B
NEW QUESTION 149
The Universal Containers support center management team would like to leverage Salesforce functionality to
improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable the Service Cloud Console and Knowledge sidebar for agents.
- B. Create escalation rules to re-assign cases after SLAs have expired.
- C. Enable and use Chatter feed tracking on the case object.
- D. Create case teams and introduce swarming to resolve cases.
Answer: C,D
NEW QUESTION 150
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 and attachments related to a case are attached to the case
- B. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 151
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new
method 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. Web to case forms
- C. Omni channel routing
- D. Standard email to case
Answer: A
NEW QUESTION 152
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
- A. Create at least two different approval processes.
- B. Grant managers the Manage Data Categories permission.
- C. Grant managers the Manage Salesforce Knowledge permission.
- D. Create at least two different data categories.
- E. Create atleast two different article types.
Answer: A,C,E
NEW QUESTION 153
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be
surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What
solution should a consultant recommend to meet this requirement?
- A. Use assignment rules to assign the case to a case queue
- B. Use auto-response rules to send an email to the customer
- C. Use workflow rules to send an email to the customer
- D. Use escalation rules to assign the case to a case queue
Answer: C
NEW QUESTION 154
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of
users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can be part of a case team
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can download and view content
Answer: C
NEW QUESTION 155
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?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: C
NEW QUESTION 156
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Web to case
- C. Web self service
- D. Email to case
Answer: C
NEW QUESTION 157
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 record Activity Feed list
- B. On a utility bar of the Lightning App
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: A
NEW QUESTION 158
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Cross-sell promotions for agents
- C. Field validation during case creation
- D. Assignment of email to a case queue based on subject
- E. Decision-based troubleshooting for agents
Answer: A,B,E
NEW QUESTION 159
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
- A. Community
- B. Chatter Questions
- C. Web -to -Case
- D. Live Agent
Answer: A,B
NEW QUESTION 160
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- E. It does NOT require a software install for each call center user on a Windows-based PC.
Answer: A,C,D
NEW QUESTION 161
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Kanban
- B. Agile
- C. Waterfall
- D. Lightning Platform
Answer: B
NEW QUESTION 162
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. Interaction Log
- B. Lightning Process Builder
- C. Path for Cases
- D. Lightning Row for Service
Answer: A,D
NEW QUESTION 163
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Auto-response rules
- B. Assignment rules
- C. Workflow rules
- D. Validation rules
Answer: C
NEW QUESTION 164
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide live and historical data on system performance
- B. To provide information planning planned maintenance
- C. To provide online security threat information
- D. To provide live support for system and data backup
- E. To provide best practices for continuity plans
Answer: A,B,C
NEW QUESTION 165
Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?
- A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar setting in the case support settings.
Answer: C
NEW QUESTION 166
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?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 167
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar setting in the case support settings.
Answer: C
NEW QUESTION 168
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Leverage Live Agent for web-based chat.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Knowledge on a portal.
Answer: B,D
NEW QUESTION 169
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What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Number of Questions: 60
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