[Dec-2024] Free Service-Cloud-Consultant Exam Dumps to Improve Exam Score
2024 Realistic Service-Cloud-Consultant Dumps Exam Tips Test Pdf Exam Material
Salesforce Service-Cloud-Consultant Exam is a certification program designed for individuals who specialize in implementing and managing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for professionals who work as consultants or administrators, providing expertise in the design, implementation, and management of customer service solutions on the Salesforce platform.
Salesforce Service-Cloud-Consultant certification exam is a multiple-choice exam that consists of 60 questions. Test takers have 105 minutes to complete the exam and must score at least 68% to pass. Service-Cloud-Consultant exam can be taken online or in-person at a certified testing center.
NEW QUESTION # 91
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?
- A. The Case Feed
- B. A Custom Component
- C. A Twitter Macro
- D. The Social Feed
Answer: A
NEW QUESTION # 92
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. Lead Assignment Rules
- D. Lightning Flow for Service
Answer: A
NEW QUESTION # 93
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
- A. Knowledge articles with the highest ratings
- B. Number of Knowledge articles attached to Cases
- C. Knowledge articles with the most revisions
Answer: B
Explanation:
To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.
NEW QUESTION # 94
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
- A. Share a folder with quick text for each translation.
- B. Use custom labels to manage quick text translations.
- C. Share each quick text individually to Public Groups.
Answer: A
Explanation:
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.
NEW QUESTION # 95
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
- A. Create an autolaunched Flow.
- B. Update the Approval Process to Auto-launch.
- C. Create a Lightning Web Component action for Approval Process.
Answer: A
Explanation:
An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the submission for approval based on specific criteria, such as article type or category. This method ensures that articles requiring approval are automatically sent through the approval process, reducing the reliance on agents to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with Knowledge-Centered Support (KCS) practices and organizational requirements.
NEW QUESTION # 96
Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window.
What should a consultant recommend?
- A. Use File Preview in the chat.
- B. Download the PDFs from the chat.
- C. Ask the customer to send the PDF via email.
Answer: A
Explanation:
To enable agents to preview PDFs sent by customers from the chat window, using File Preview within the chat function is recommended. This feature allows agents to quickly view the content of PDF files directly within the chat interface, without the need to download the files. This improves efficiency and response times, as agents can assess and address customer queries more rapidly based on the content of the PDFs.
NEW QUESTION # 97
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case historical trending report type
- C. Create a report using the Case age report type
- D. Create a report using the Case Lifecyle report type
Answer: A
Explanation:
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports
NEW QUESTION # 98
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 a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
- B. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- C. Set up IVR with an automated response for customers affected by the recall to defect calls.
- D. Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
reducing average handle time.
Answer: C
NEW QUESTION # 99
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Path for Cases
- B. Lightning Process Builder
- C. Interaction Log
- D. Lightning Flow for service
Answer: A,D
Explanation:
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
* Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
* Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified References: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]
NEW QUESTION # 100
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
- A. Enable suggested articles on new cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Create an email template to send articles as PDF attachments.
- E. Enable article customization for open cases.
Answer: A,C,D
Explanation:
Explanation
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates
NEW QUESTION # 101
Cloud Kicks (CK) recently implemented Knowledge Centered Support 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 KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Most Revised Articles
- B. Search Activity Gaps
- C. Most Linked Articles
- D. Top Articles sorted descending
Answer: B
Explanation:
Explanation
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5
NEW QUESTION # 102
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Appexchange solution
- C. Omni channel
- D. Custom lightning component
Answer: A
Explanation:
Explanation
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
NEW QUESTION # 103
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
- A. Allows customers to search a knowledge base.
- B. Allows customers the ability to collaborate
- C. Allows customers to customize their user interface
- D. Allows customers to customize reports and dashboards
Answer: A,B
NEW QUESTION # 104
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Contact Request Flow
- D. Experience Cloud Create Case Form
Answer: D
Explanation:
Experience Cloud Create Case Form is the recommended feature to meet the requirement, because it allows external customers to easily create cases and attach files up to 2 GB in size. Experience Cloud Create Case Form is a standard component that can be added to any Experience Cloud site or page, and can be customized to include fields, labels, and buttons. Verified References: : Create Case Form Component
NEW QUESTION # 105
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
- A. Review Service Setup Assistant for Web-to-Case.
- B. Review guidelines and limits for Web-to-Case.
- C. Review Einstein Conversation Mining for Web-to-Case.
Answer: B
Explanation:
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
NEW QUESTION # 106
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
- A. Number of knowledge articles in each data category.
- B. Knowledge articles with the lowest rating.
- C. Knowledge search query with no results.
- D. Knowledge articles created by call center agents.
Answer: B,C
NEW QUESTION # 107
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. Customer Chatter groups
- C. Web-to-Case
- D. Email-to-Case
Answer: A
NEW QUESTION # 108
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. Contact Request flow
- B. Case queues
- C. Lightning Component
- D. Direct Messaging
Answer: B
NEW QUESTION # 109
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
- A. Einstein Case Routing
- B. Omni-Channel Supervisor
- C. Screen Flow
- D. Case Escalation Rules
Answer: B
Explanation:
Explanation
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5
NEW QUESTION # 110
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
- A. Configure Omni-Channel Skills-based Routing.
- B. Configure Omni-Channel Queue-Based Routing.
- C. Configure Case Assignment rule and Omni-Channel Supervisor.
Answer: A
Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.
NEW QUESTION # 111
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Improve Validation Ru!e messages.
- B. Use Einstein Next Best Action.
- C. Configure Path for Cases.
- D. Implement record types and pege layouts.
Answer: B
Explanation:
Using Einstein Next Best Action is a solution that can address the concern of having too many buttons and components on the Case layout. Einstein Next Best Action is a feature that uses artificial intelligence to suggest the best actions or offers for each case, based on the case information, business rules, and predictive models. Einstein Next Best Action can help agents focus on the most relevant and effective features for each case and reduce clutter on the Case layout. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.next_best_action_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.next_best_action_setup.htm&type=5
NEW QUESTION # 112
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?
- A. Create a formula field on the case record to calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a bucket field on a report to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: B
NEW QUESTION # 113
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. Reduce the cost per call
- C. Align agent performance goals with KPIs
- D. Hire additional support agents
Answer: A,C
NEW QUESTION # 114
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Contact Request
- B. Field Service
- C. omni Channel
- D. Mobile Connect
Answer: B
Explanation:
Explanation
Field Service is a Salesforce product that enables companies to manage work orders, service appointments, service resources, and service territories. It also provides features such as scheduling optimization, mobile access, and offline support. Field Service is the recommended functionality for scheduling repair service when an agent is unable to solve the customer's problem via the call center. Verified References: Service Cloud Consultant Certification Guide & Tips, Field Service Overview
NEW QUESTION # 115
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