[Nov-2021] Latest Salesforce Service-Cloud-Consultant Certification Practice Test Questions
Verified Service-Cloud-Consultant Dumps Q&As - 1 Year Free & Quickly Updates
The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
NEW QUESTION 138
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Page Layouts
- B. Support Processes
- C. Omni-Channel
- D. Record Types
- E. Article Types
Answer: B,C,D
NEW QUESTION 139
A manager has noticed an increase in average case age.This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case age report type.
- C. Create a report using the case historical trending report type.
- D. Create a report using the case snapshot report type.
Answer: A
NEW QUESTION 140
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report contains a chart.
- C. The report chart is added to the Page Layout.
- D. The report is shared with a Chatter Group.
- E. Thereport has a standard Report Type.
Answer: A,B
NEW QUESTION 141
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- B. Build a customer visual force page with the list view and assign it to the console sidebar.
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- D. Configure the case list under custom console components so users can view the list view along with the case view
Answer: C
NEW QUESTION 142
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 anassignment rule to assign new cases to the product manager
- B. Use an escalation rule to move cases into the product manager queue
- C. Use Chatter case feed and case teams to monitor cases
- D. Use a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION 143
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Document the requirements gap and communicate development options to the project team
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- D. Add development resources to the project team to build out the additional requirements.
Answer: A
NEW QUESTION 144
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Update case assignment rules to route more cases to Agent A
- B. Review case history and activities for Agents B and C
- C. Document and share the practices of Agent A with the team via knowledge articles
- D. Lower the target for entire team to that of Agent A
- E. Build a dashboard to display individual performance by agent versus the team goal
Answer: B,C,E
NEW QUESTION 145
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Performance for high volume of interactions
- B. Integration with Field service teams and apps
- C. Strategies to maximize call deflection
- D. Integration with Lead Generation team and apps
Answer: A,D
NEW QUESTION 146
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 article types with public sharing settings.
- C. Define data categories with custom visibility.
- D. Define a custom field to identify the subject.
Answer: B,C,D
NEW QUESTION 147
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 148
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. Total number of account and contact records in the database
- B. Visibility and access to the work order records
- C. Account team relationship to the primary contact
- D. Case closure rules on the original case
- E. Work order and customer contact escalation requirements
Answer: B,D,E
NEW QUESTION 149
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.
- A. Hire more agents for the contact centers
- B. Configure entitlements and milestones to enforce SLAs
- C. Track social sentiment across social media outlets
- D. Improve the training provided to existing agents
Answer: A,D
NEW QUESTION 150
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Use suggested Knowledge articles
- B. Increase the Call-to-Order ratio
- C. Bypass entitlement verification
- D. Use integrated voice response
Answer: A,D
NEW QUESTION 151
Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- B. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- C. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
sidebar. - D. Configure the agent console and display the articles, case view, and external system custom object
Answer: C
NEW QUESTION 152
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Public Groups
- B. Chatter Groups
- C. Escalation Rules
- D. Mass Email
Answer: B
NEW QUESTION 153
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Create a task related to the article with a reminder set for the article start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: A
NEW QUESTION 154
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
- A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Enable the "Access Recent Items" user permission on the user profiles.
Answer: C
NEW QUESTION 155
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