[Sep-2022] Updated Salesforce Service Cloud Consultant Service-Cloud-Consultant Exam Questions BUNDLE PACK
Master The Salesforce Content Service-Cloud-Consultant EXAM DUMPS WITH GUARANTEED SUCCESS!
NEW QUESTION 84
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?
- A. A Web Service call-out that retrieves map details from the backend system
- B. A mashup integration on the Account page to a third-party mapping service
- C. An outbound message to a middleware platform to provide map details
- D. A custom tab of type URL that displays a map image of customer location
Answer: B
NEW QUESTION 85
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?
- A. Omni-channel Supervisor
- B. Case Feed
- C. Next Best Actions
- D. Push Notifications
Answer: A
NEW QUESTION 86
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Developer Pro sandbox for the DR exercise
- B. Allow the exercise to be done in a Production instance
- C. Use a Full copy sandbox for the DR exercise
- D. Use a Partial sandbox for the DR exercise
Answer: C
NEW QUESTION 87
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
- A. Grant Authors access to the FAQ article type.
- B. Grant Authors access to the FaQ record type
- C. Add Authors to the FaQ Data Category.
- D. Set article Org Wide Default to Public ReadWrite.
Answer: B
NEW QUESTION 88
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
Answer: D
NEW QUESTION 89
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. Waterfall
- C. Lightning Platform
- D. Agile
Answer: D
NEW QUESTION 90
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Macros
- B. Visual Workflow
- C. Lightning Knowledge
- D. Process Builder
Answer: D
NEW QUESTION 91
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?
- A. Define data categories with custom visibility.
- B. Define a custom field to identify the subject.
- C. Define article types with public sharing settings.
- D. Define topics for each knowledge article.
Answer: A,B,C
NEW QUESTION 92
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
- A. Number of calls offered
- B. Schedule adherence
- C. Agent utilization
- D. Quality monitoring score
Answer: B,C
NEW QUESTION 93
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?
- A. Define Topics for each Knowledge article.
- B. Define a Custom Field to identify the Subject.
- C. Define Data Categories with Custom Visibility.
- D. Define Article Types with Public Sharing Settings.
Answer: A
NEW QUESTION 94
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet
this requirement? Choose 2 answers.
- A. Leverage Live Agent for web-based chat.
- B. Implement Salesforce Knowledge on a portal.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Console for Service to support agents.
Answer: A,B
NEW QUESTION 95
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Train support agents
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION 96
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?
- A. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- B. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- C. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
- D. Set up IVR with an automated response for customers affected by the recall to defect calls.
Answer: D
NEW QUESTION 97
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app in developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
Answer: B
NEW QUESTION 98
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Account team relationship to the primary contact
- B. Case closure rules on the original case
- C. Visibility and access to the work order records
- D. Total number of account and contact records in the database
- E. Work order and customer contact escalation requirements
Answer: B,C,E
NEW QUESTION 99
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Train support agents
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION 100
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Visualforce page APEX SOAP async callout
- B. Workflow-driven outbound messaging
- C. Schedule batch Apex processing job
- D. RESTful services with GET, POST, or PUT
Answer: B
NEW QUESTION 101
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use Open CTI with Pop to flow to capture details.
- B. Use a global quick action to capture details.
- C. Use an auto-launched flow to capture details.
- D. Use a new customer Path on Contact to capture details.
Answer: C
NEW QUESTION 102
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Create a Web-to-case form with a custom case type of survey
- B. Check the survey option in the case settings
- C. Enable the case survey option on the case object
- D. Enable the case survey auto-response rule
Answer: A
NEW QUESTION 103
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