Real Salesforce Service-Cloud-Consultant Exam Questions [Updated 2022]
Service-Cloud-Consultant Exam Dumps Pass with Updated 2022 Salesforce Certified Service cloud consultant
NEW QUESTION 29
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 multiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create case page layouts for each interaction channel and assign them to different agent profiles.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need. - D. Create multiple Salesforce Console for Service applications and configure them based on user's
requirements.
Answer: D
NEW QUESTION 30
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Customize the Pre-chat form.
- C. Customize the Lightning Console chat page.
- D. Configure Lightning Guided Engagement.
Answer: B
NEW QUESTION 31
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Create a Lightning Platform app for Facebook monitoring.
- B. Enable Salesforce social profile on contacts.
- C. Integrate Facebook to its existing Customer Community.
- D. Enable Social Customer Service.
Answer: B
NEW QUESTION 32
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. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Recommend opening the case list view in a separate browser tab and use the window alongside the case
view - 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 33
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Create a data retention plan that archives or purges Cases at regular intervals.
- B. Write an Apex trigger that deletes one case each time a new case is created.
- C. Optimize queries to reduce the scope of Cases included with each search.
- D. Ask contact center managers to review data each quarter to possibly delete.
Answer: A,C
NEW QUESTION 34
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Use a data tool to update the owner field on closed cases.
- B. Create a case assignment rule to ensure cases are owned by a user when closed.
- C. Create a case validation rule to ensure cases are owned by a user when closed.
- D. Create a Process Builder and Flow to change the owner on closed cases.
Answer: A,B
NEW QUESTION 35
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create a unique case page layout for each channel grouping.
- D. Create an agent profile for each channel grouping.
Answer: C
NEW QUESTION 36
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 37
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. All Cases by Customer
- B. Case resolution time
- C. All open Cases by Priority
- D. All Cases closed Month-to-date
- E. All open cases by Channel
Answer: B,C,E
NEW QUESTION 38
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use a workflow rule with an action
- C. Use a case assignment rule
- D. Use an Apex trigger
Answer: B
NEW QUESTION 39
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Test, Execute, Validate
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: A
NEW QUESTION 40
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. First call resolution
- B. Average handle time
- C. Service level agreement
- D. Customer satisfaction survey
Answer: A,D
NEW QUESTION 41
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 42
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Rename the Visualforce page to "Lightning Knowledge"
- B. Remove Apex code references to the ArticleType field.
- C. Remove Apex code references to the Article RecordType field.
- D. Configure the Visualforce page to use the Lightning Design System.
Answer: A,D
NEW QUESTION 43
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 formula fields from filter criteria.
- B. Remove date boundaries from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from the reports.
Answer: A
NEW QUESTION 44
UC has two customer service contact centers and each focuses on a specific product line. Each contact center
has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the
cost without compromising customer satisfaction. What can a consultant recommend to accomplish these
objectives? Choose 2 answers.
- A. Enable agents to transfer calls to other agents
- B. Prioritize customer calls based on their SLA
- C. Implement a customer self-service portal
- D. Cross-train agents on both product lines
Answer: C,D
NEW QUESTION 45
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Enable Live Agent for the organization
- B. Enable Chatter Messenger for the organization
- C. Create user profiles or permission sets
- D. Create an iframe to display the chat window
Answer: A
NEW QUESTION 46
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Create a Chatter group and invite the customer to join with an external chatter user.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: C
NEW QUESTION 47
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Tiered data strategy
- B. Divisions
- C. Custom search
- D. Custom indexes
- E. Record types
Answer: A,B,D
NEW QUESTION 48
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Offer supports through Facebook and twitter.
- B. Streamline the agent interface.
- C. Enable templates for written responses.
- D. Implement team productivity dashboards.
Answer: B,C
NEW QUESTION 49
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. First call resolution
- C. Average handle time
- D. Average days to close
Answer: A,B
NEW QUESTION 50
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Window Title
- B. Chat Character Limit
- C. Chat Visitor Browser
- D. Idle Connection Timeout
Answer: C,D
NEW QUESTION 51
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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