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Passing the Salesforce Service-Cloud-Consultant exam is a significant achievement and can open up many career opportunities. As a Salesforce Certified Service cloud consultant, you will be able to work with businesses of all sizes and industries, helping them to improve their customer service processes and enhance customer satisfaction. It is a valuable certification that demonstrates your expertise in Salesforce Service Cloud and your commitment to providing excellent customer service.
NEW QUESTION # 72
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. Enable and use Chatter feed tracking on the case object.
- C. Create case teams and introduce swarming to resolve cases.
- D. Create escalation rules to re-assign cases after SLAs have expired.
Answer: B,C
NEW QUESTION # 73
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a page layout for each record type; assign layouts to service agents.
- B. Create a permission set for each record type; assign permissions to service agents.
- C. Create a data category for each product; assign data categories to service agents.
- D. Create an article action for each record type; assign record types to service agents.
Answer: A
NEW QUESTION # 74
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
- A. Set up escalation rules.
- B. Set up assignment rules and case queues.
- C. Set up self-service Knowledge.
Answer: C
Explanation:
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.
NEW QUESTION # 75
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. Follow-up emails related to a case will update the case comments
- C. Only one inbound email address can be used for Email-to-Case
- D. Assignment, escalation, and workflow rules are processed on inbound emails
Answer: A,B
NEW QUESTION # 76
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. Lightning Process Builder
- B. Lightning Row for Service
- C. Interaction Log
- D. Path for Cases
Answer: C,D
Explanation:
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
NEW QUESTION # 77
UC's service center needs to provide support for a new product line. The product manager would like to be
notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet
this requirement?
(choose 1 answer)
- A. Use an escalation rule to move cases into the product manager queue
- B. Use Chatter case feed and case teams to monitor cases
- C. Use an assignment rule to assign new cases to the product manager
- D. Use a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION # 78
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
- A. Use the Search Activity Gaps dashboard component.
- B. Detach articles from cases to reset statistics.
- C. Allow agents to create and publish articles independently.
Answer: A
Explanation:
To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.
NEW QUESTION # 79
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?
- A. Enable Social Customer Service.
- B. Create a Lightning Platform app for Facebook monitoring.
- C. Integrate Facebook to its existing Customer Community.
- D. Enable Salesforce social profile on contacts.
Answer: D
NEW QUESTION # 80
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles during a call for a support agent
- B. Suggest articles for an email-to-case question
- C. Recommend articles prior to a Live Agent session
- D. Suggest articles for a web-to-case question
Answer: C,D
NEW QUESTION # 81
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
- A. Enable Case Merge.
- B. Configuration a blocking duplicate rule
- C. Set a validation rule
- D. Create an auto-launched flow.
Answer: A
Explanation:
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience
NEW QUESTION # 82
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It is the typical experience of a caller.
- B. It is askewed by calls that are quickly answered
- C. It captures the same informaion as First Call Resolution.
- D. It includes blocked and abandoned calls.
Answer: D
NEW QUESTION # 83
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set up the article actions and assign publishers to each action
- B. Create the data categories and set up the data category values.
- C. Set up a zip file that contains the CSV, HTML, and image files.
- D. Create the custom fields for the slide type
- E. Set the publication status of the article tame to draft status
Answer: A,B,C
NEW QUESTION # 84
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Emebedded Chat Service
- B. Case Assignment Rules
- C. Web-to-Case
- D. Customer Community
Answer: A
NEW QUESTION # 85
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
- A. Define entitlements and milestones.
- B. Enable and configure Omni-Channel routing.
- C. Implement Lightning flow with time-based actions.
Answer: A
Explanation:
To manage a case handling process that requires each case to go through a series of time-bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure.
NEW QUESTION # 86
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add the knowledge related list to the case record page
- B. Add knowledge data categories to each case
- C. Add knowledge component to case record page
- D. Add the knowledge tab to the service console
Answer: C
NEW QUESTION # 87
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Case queues
- B. Contact Request flow
- C. Lightning Component
- D. Direct Messaging
Answer: B
NEW QUESTION # 88
Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?
- A. Telephony
- B. Enterprise Resource Planning (ERP)
- C. Marketing
- D. Order Fulfillment
Answer: D
NEW QUESTION # 89
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?
- A. Integrate with an enterprise resource planning system.
- B. Develop and publish a knowledge management system
- C. Configure Visual Flows on Salesforce mobile.
- D. Implement Field Service Lightning.
Answer: A
NEW QUESTION # 90
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?
- A. Skills-Based Routing
- B. Queue-Based Routing
- C. Lightning Flow for Service
- D. Lead Assignment Rules
Answer: A
NEW QUESTION # 91
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
- A. Hybrid
- B. Agile
- C. Waterfall
Answer: B
Explanation:
The Agile methodology is best suited for projects requiring quick iterations, speedy completion, and frequent updates for check-ins and refinement, as it emphasizes flexibility, continuous improvement, and customer feedback. Agile allows for adaptive planning and encourages rapid and flexible response to changes, making it ideal for projects where requirements evolve or where the project needs to adapt quickly to new insights or customer needs.
NEW QUESTION # 92
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. Both Service Reps can chat with the Customer.
- B. The Customer does not know they were transferred.
- C. The Chat Transcript and Case are transferred.
- D. The Customer is shown the new Representative's Name
Answer: C,D
Explanation:
Explanation
The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now.
The customer will also see a message that says "You have been transferred" on their chat window.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Transfer Chats to Other Agents or Queues
NEW QUESTION # 93
Milestones can be added to which two Object types?
Choose 2 answers
- A. Last
- B. Account
- C. Case
- D. Work Order
Answer: C,D
Explanation:
Explanation
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
NEW QUESTION # 94
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)
- A. Number of total cases handled
- B. Total number of solutions created by agent
- C. Average number of knowledge articles published
- D. First contact resolution rate
Answer: A,D
NEW QUESTION # 95
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers
- A. Call Center Agent
- B. Web Chat
- C. Einstein Bots
- D. Chatter Group
Answer: B,C
NEW QUESTION # 96
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