2022 PracticeDump Salesforce Service-Cloud-Consultant Dumps and Exam Test Engine
Salesforce Service-Cloud-Consultant DUMPS WITH REAL EXAM QUESTIONS
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
How much Service-Cloud-Consultant Exam Cost
The price of the Service-Cloud-Consultant exam is $200 USD.
NEW QUESTION 177
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. Schedule batch Apex processing job
- C. Workflow-driven outbound messaging
- D. RESTful services with GET, POST, or PUT
Answer: C
NEW QUESTION 178
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
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Answer: A,C
NEW QUESTION 179
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. Create the custom fields for the slide type
- B. Set up the article actions and assign publishers to each action
- C. Set the publication status of the article tame to draft status
- D. Create the data categories and set up the data category values.
- E. Set up a zip file that contains the CSV, HTML, and image files.
Answer: B,D,E
NEW QUESTION 180
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Einstein Bot social queues.
- B. Social Customer Service for Twitter and Facebook.
- C. Social Persona tor Twitter and Facebook.
- D. Social Media Marketing message tagging.
Answer: C
NEW QUESTION 181
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalation rule queue to confirm service levels are met
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Displaying whether a case response complies with a customer's service level agreement
- D. Representing metrics such as first-response and resolution time on cases
Answer: C,D
NEW QUESTION 182
Which metric influences customer satisfaction? Choose 2 answers
- A. First call resolution
- B. Call quality
- C. Cost per call
- D. After call work
Answer: A,B
NEW QUESTION 183
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. They are members of that Queue
- B. All of the above
- C. They are higher in the Role Hierarchy than a Queue Member
- D. If the OWD for sharing cases is Public Read/Write/Transfer
- E. They have a Contact Manager Profile
Answer: A,C
NEW QUESTION 184
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In
addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Entitlements
- B. Workflow Management (WFM)
- C. Chat log history
- D. Automatic Call Distributor (ACD)
- E. Interactive Voice Response (IVR)
Answer: B,D
NEW QUESTION 185
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
- A. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION 186
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. Approval Processes
- B. Support Types
- C. Record Types
- D. Support Processes
Answer: C,D
NEW QUESTION 187
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. Create escalation rules to re-assign cases after SLAs have expired.
- B. Create case teams and introduce swarming to resolve cases.
- C. Enable and use Chatter feed tracking on the case object.
- D. Enable the Service Cloud Console and Knowledge sidebar for agents.
Answer: B,C
NEW QUESTION 188
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 customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use escalation rules to assign the case to a case queue
- B. Use workflow rules to send an email to the customer
- C. Use assignment rules to assign the case to a case queue
- D. Useauto-response rules to send an email to the customer
Answer: B
NEW QUESTION 189
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: C
NEW QUESTION 190
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Ensure each laptop has a modern browser installed.
- B. Allow the user to log into Live Agent from multiple browsers.
- C. Add additional components to the Lightning console.
- D. Coach users on minimizing open console tabs.
Answer: A,D
NEW QUESTION 191
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
- A. Strategies to maximize call deflection
- B. Performance for high volume of interactions
- C. Integration with Field service teams and apps
- D. Integration with Lead Generation team and apps
Answer: B,D
NEW QUESTION 192
Universal Containers requires that a case is logged for every incoming support call. Each case could require an
associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case
CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs
and FSRs should be stored on a child case or on a related custom object. What should Universal Containers
consider when designing the solution? Choose 3 answers
- A. Case closure rules on the original case
- B. Relationship to the primary contact
- C. RMA and FSR escalation requirements
- D. Visibility and access to the RMA and FSR records
- E. Average incoming case volume
Answer: A,C,D
NEW QUESTION 193
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Standardize all rows to match Salesforce data types.
- B. Install the Data Quality Analysis Dashboards from the AppExchange.
- C. Deduplicate the data before importing into Salesforce,
- D. Import the records and create a workflow rule to change the data type.
- E. Import the records and use Duplicate Management.
Answer: A,C,E
NEW QUESTION 194
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 Chatter case feed and case teams to monitor cases
- B. Use aworkflow rule to send an email to the product manager
- C. Use an escalation rule to move cases into the product manager queue
- D. Use an assignment rule to assign new cases to the product manager
Answer: B
NEW QUESTION 195
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
- A. Enable and configure wildcards for article searches
- B. Require that an article be added when closing a case
- C. Restrict the Manage Articles user permission
- D. Set up an intuitive Data Category hierarchy
Answer: C,D
NEW QUESTION 196
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION 197
Universal Containers is experiencing system timeouts when running case reports. What should a consultant
recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove formula fields from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from the reports.
Answer: B
NEW QUESTION 198
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Apex code must be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- D. Only one version of a flow can be activated at a time.
- E. Apex code must be used to update fields in the database.
Answer: A,D,E
NEW QUESTION 199
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Waterfall
- B. Agile
- C. Kanban
- D. Force.com IDE
Answer: B
NEW QUESTION 200
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Update the case status field values.
- B. Deliver training on case handling for contingent staff.
- C. Route cases to agents in an alternate center.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: B,C,E
NEW QUESTION 201
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