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The Service-Cloud-Consultant certification exam tests candidates on various topics, including service cloud automation, service console customization, data management, and analytics. The exam consists of 60 multiple-choice questions that must be completed within 105 minutes. To pass the exam, candidates must score 65% or higher.
NEW QUESTION # 63
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Web-to-Case forms
- B. Standard Email-to-Case
- C. On-Demand Email-to-Case
- D. Omni-Channel routing
Answer: B
NEW QUESTION # 64
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Number of cases created using portal
- C. Average call handle time by team
- D. Number of IVR inquiries without agent involvement
Answer: A,B
NEW QUESTION # 65
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case record page.
- B. Global Actions need to be on the publisher layout.
- C. Quick Actions must be enabled in the org.
- D. The specific Quick Action must be added to the Case Feed.
Answer: A,D
NEW QUESTION # 66
Universal Banking needs to provide a public knowledge base on its website. The company has three product
groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common
questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- B. Create two data categories to display information (Question/Answer, Product Info).
- C. Create two article types to display information (Question/Answer, Product Info).
- D. Create three article types for each product area (Personal Banking, Mortgage, CD).
Answer: A,C
NEW QUESTION # 67
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar related list on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
Answer: D
NEW QUESTION # 68
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Digital Engagement Messaging
- B. Social Customer Service
- C. Chat for Web and In-App
- D. Einstein Bo
Answer: B
NEW QUESTION # 69
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. Identifying the customer contact associated with a particular stage of a service contract
- B. Displaying whether a case response complies with a customer's service level agreement
- C. Representing metrics such as first-response and resolution time on cases
- D. Monitoring the case escalation rule queue to confirm service levels are met
Answer: B,C
NEW QUESTION # 70
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- B. An organization-wide default of Public Read/Write on the Case object.
- C. A sharing set to grant the Customer Community user access to records associated to theirContact record.
- D. A sharing rule to ensure record access is granted based oncriteria of the case.
Answer: D
NEW QUESTION # 71
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create a workflow email alert to send the artilce to the customer
- B. Create a macro to send an email with the article to customer
- C. create a lightning email template to sned artilce to customer
- D. create an auto response rule to send the article to teh customer
Answer: C
NEW QUESTION # 72
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: B
NEW QUESTION # 73
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Number of cases created using portal
- C. Average call handle time by team
- D. Number of IVR inquiries without agent involvement
Answer: A,B
NEW QUESTION # 74
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Skills -based routing
- C. Workforce management
- D. Interactive voice response
Answer: B
NEW QUESTION # 75
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Assign Article types to the Community
- B. Publish Articles to external channels
- C. Configure Content Library permission
- D. Enable Public Solutions
- E. Enable Article deliveries
Answer: A,B,D
NEW QUESTION # 76
Universal Containers' 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 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Emall-to-Case
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION # 77
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Salesforce Chat
- B. Mass email
- C. Public groups
- D. Communities
Answer: A,D
NEW QUESTION # 78
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. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- C. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Answer: B
NEW QUESTION # 79
What is the primary function of a private branch exchange (PBX)?
- A. To use speech recognition to direct calls
- B. To mate calls to different agents
- C. To report the caller's background information
- D. To receive multiple calls at one time
Answer: D
NEW QUESTION # 80
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Web to case forms
- B. On-Demand Email-to-case
- C. Omni channel routing
- D. Standard email to case
Answer: B
NEW QUESTION # 81
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles
while taking calls. The company needs to migrate the existing knowledge base of documents and images into
Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create a single CSV file, including all article types
- B. Create multiple CSV files, one for each article type
- C. Create HTML files referencing image to be uploaded
- D. Load all articles with the Apex data loader tool
- E. Match each new article to an existing article type
Answer: B,C,E
NEW QUESTION # 82
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?
- A. Service Cloud portal (Customer Community)
- B. Sites
- C. Enterprise admin
- D. Partner portal
Answer: B
NEW QUESTION # 83
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for
different telephony systems? (Choose 2)
- A. It is an intermediary between a telephony system and a Salesforce CRM call center user
- B. It allows voicemails to be captured and stored as attachments on cases
- C. It utilizes the SoftPhone capability from within the Salesforce application
- D. It is a server based software program that controls the behavior of a Salesforce SoftPhone
Answer: A,C
NEW QUESTION # 84
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles during a call for a support agent
- B. Suggest articles for an email-to-case question
- C. Suggest articles for a web-to-case question
- D. Recommend articles prior to a Live Agent session
Answer: C,D
NEW QUESTION # 85
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