VALID Service-Cloud-Consultant Exam Dumps For Certification Exam Preparation
Service-Cloud-Consultant Dumps PDF 2024 Strategy Your Preparation Efficiently
Salesforce Service-Cloud-Consultant is a certification exam designed for professionals who want to validate their expertise in Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is intended for individuals who have experience in designing and implementing solutions that support customer service and contact center operations. The Salesforce Service-Cloud-Consultant certification exam validates the skills and knowledge required to design and implement customer service solutions in Salesforce.
NEW QUESTION # 94
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Reportthat displays # of cases with articles attached during the past 2 months
- C. Create a report that display the # of articles searched during the past 2 months
- D. Report that displays # of new articles created during the past 2 months
Answer: B,C
NEW QUESTION # 95
Which advantage does Salesforce provide with the OpenCTI framework?
- A. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can integrate with any telephony platform available with minimal need for customization.
Answer: B
Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.
NEW QUESTION # 96
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. Case Feed
- B. Push Notifications
- C. Omni-channel Supervisor
- D. Next Best Actions
Answer: C
NEW QUESTION # 97
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case activity feed
- B. Social Post record
- C. Case notes related list
- D. Case Chatter feed
Answer: B
NEW QUESTION # 98
Universal Containers had tech support and general customer teams that use unique service console
applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a permission with access to the service console app
- B. Assign users a profile with access to the service console app
- C. Assign users a sharing rule with access to the service console app
- D. Assign user to public group with access to the service console app
Answer: A,B
NEW QUESTION # 99
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
- A. Use a change set.
- B. Re-create them manually.
- C. Use Salesforce Workbench.
Answer: A
Explanation:
Deploying permission sets from a sandbox to production following best practices involves using change sets.
Change sets allow administrators to push configuration changes, such as permission sets, from a sandbox environment to production in a controlled and secure manner. This method ensures that all configurations have been tested in a non-production environment before being implemented in production, reducing the risk of errors and maintaining system integrity.
NEW QUESTION # 100
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. Social Persona for Twitter and Facebook.
- B. Social Media Marketing message tagging.
- C. Einstein Bot social queues.
- D. Social Customer Service for Twitter and Facebook.
Answer: D
Explanation:
Explanation
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview
NEW QUESTION # 101
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Grant authors access to the FAQ records type
- B. Grant Authors acess to FAQ artcle type
- C. Add Authors to the FAQ data category
- D. Set Article Or Wide to Public Read Write
Answer: A
NEW QUESTION # 102
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Entitlements
- B. Omni-Channel
- C. Case Escalation
- D. Case Milestones
Answer: A
NEW QUESTION # 103
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles approved for publication.
- B. Measure and reward agents based on the number of new articles submitted for approval.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Require agents to check a box on the case when submitting a new suggested article.
Answer: B,C
NEW QUESTION # 104
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Service Cloud SOS
- B. Chatter Groups
- C. Field Service Lightning
- D. Salesforce Knowledgebase
Answer: A,C
NEW QUESTION # 105
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to pass data to legacy systems.
- B. Elements can be used to update fields in the database.
- C. Elements can be used to pass data to legacy systems.
- D. Apex code must be used to update fields in the database.
- E. Only one version of a flow can be activated at a time.
Answer: C,D,E
NEW QUESTION # 106
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
- A. Migrate child cases first.
- B. {0} Migrate parent and child cases together.
- C. Migrate parent cases first
Answer: B
Explanation:
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.
NEW QUESTION # 107
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Macros widget or utility must be added to the console.
- B. The Run Macros Permission must be granted to users.
- C. Publisher Actions used in the macros must be on the page layout.
- D. The Run Macros Action must be on the page layout.
- E. Users must use Lightning Experience.
Answer: B,C,E
NEW QUESTION # 108
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The user creating the dashboard
- B. The VP of service
- C. Let the dashboard viewers choose
- D. The dashboard viewer
Answer: D
Explanation:
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 109
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
- A. Macros
- B. Quick action
- C. Flow
Answer: A
Explanation:
Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.
NEW QUESTION # 110
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
- A. Entitlements
- B. Milestones
- C. Actions
Answer: A
Explanation:
In Salesforce Service Cloud, Entitlements serve as the mechanism to define and verify customer support eligibility. When a support agent creates a case, they can check the customer's associated entitlements to confirm whether they are eligible for support. Entitlements outline the types of support a customer is entitled to, based on products purchased or service agreements, ensuring that support is provided in accordance with contractual obligations and service levels.
NEW QUESTION # 111
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Article Record Types must be created before the import.
- B. Article Record Types will be created as part of the import.
- C. Multiple Article Record Types can be imported in the same CSV.
- D. Each Article Record Type must be in a separate CSV.
Answer: A,C
NEW QUESTION # 112
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements
listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy based on the number of trainers available
- B. Deploy in phases using countries as pilots
- C. Migrate case data and deploy to all users at office
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: B
NEW QUESTION # 113
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Assignment of email to a case queue based on subject
- B. Field validation during case creation
- C. Decision-based troubleshooting for agents
- D. Cross-sell promotions for agents
- E. Caller verification and creation of a new case
Answer: C,D,E
NEW QUESTION # 114
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Apex Trigger
- B. Dynamic Form
- C. Scheduled flow
- D. Quick Action
Answer: D
Explanation:
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack
NEW QUESTION # 115
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Salesforce Service-Cloud-Consultant is a certification exam designed to test the knowledge and skills of individuals in the area of Salesforce Service Cloud. It is a challenging exam that requires candidates to have a deep understanding of Salesforce Service Cloud, its features, and its capabilities. Salesforce Certified Service cloud consultant certification exam is intended for professionals who work with Salesforce Service Cloud and want to prove their expertise in the field.
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.
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