Get 100% Success with Latest Salesforce Service Cloud Consultant Service-Cloud-Consultant Exam Dumps Apr 01, 2024
The Best Service-Cloud-Consultant Exam Study Material and Preparation Test Question Dumps
Salesforce Service-Cloud-Consultant (Salesforce Certified Service cloud consultant) Exam is a certification test that focuses on the knowledge and skills required to deliver efficient and effective customer service solutions using the Salesforce Service Cloud platform. It is designed for professionals who have experience in designing and implementing customer service solutions on the Salesforce platform. Service-Cloud-Consultant exam is one of the most popular and in-demand Salesforce certifications, and passing it can help professionals advance their career in the Salesforce ecosystem.
NEW QUESTION # 35
Universal Containers has a single contact center that handles all service requests including chat, Cases, and
web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in
the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Most Available Routing
- B. Configure Live Agent Skills-based Routing
- C. Configure Omni-Channel with Least Active Routing
- D. Configure Case Assignment Rules
Answer: A
NEW QUESTION # 36
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Idle Connection Timeout
- B. Chat Window Title
- C. Chat Character Limit
- D. Chat Visitor Browser
Answer: A,D
NEW QUESTION # 37
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Add a custom Lightning component to the site and the Case Lightning record page.
- B. Post a web to case form on the site and assign the case to the specialist for completion.
- C. Create a screen-based flow accessible from the Experience site and internaly.
- D. Use email to case for the client to submit the relevant information to the specialist.
Answer: C
Explanation:
Explanation
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.flow_concepts_screenelement.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_overview.htm&type=5
NEW QUESTION # 38
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. Average days to close
- B. First call resolution
- C. Average handle time
- D. Abandon rate
Answer: B,D
NEW QUESTION # 39
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Studio Code and change sets
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Mass Transfer Records, change sets, and Visual Studio Code
Answer: B
Explanation:
Explanation
Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide
NEW QUESTION # 40
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. Einstein Bots
- B. AppExchange package
- C. Messaging for Web
Answer: C
Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
NEW QUESTION # 41
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Visible in Portal
- B. Read Only
- C. Private
- D. Read/Write
Answer: D
Explanation:
Explanation
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5
NEW QUESTION # 42
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Incident Management
- B. Video Support
- C. Workforce Engagement
- D. Self Service Knowledge
Answer: A
Explanation:
Incident Management is the recommended feature to meet the requirements, because it allows UMS to create incidents that represent service disruptions or outages, and link them to related cases and work orders. Incident Management also enables UMS to communicate with customers and internal teams about the incident status, impact, and resolution through email templates, chatter posts, and web pages. Verified References: : Incident Management Overview
NEW QUESTION # 43
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
- A. Use a trigger to automatically create a new article.
- B. Develop a globally-shared macro to create a new article.
- C. Create a Quick Action to map case fields to a new article
Answer: C
Explanation:
To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.
NEW QUESTION # 44
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Service Console Macros
- B. Path for Cases
- C. Lightning Flow Component
- D. Lightning Guided Engagement
Answer: D
NEW QUESTION # 45
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. Employee Community
- C. Company Community
- D. Partner Community
Answer: A
NEW QUESTION # 46
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers
- A. Web Chat
- B. Call Center Agent
- C. Chatter Group
- D. Einstein Bots
Answer: B,D
Explanation:
Einstein Bots and Call Center Agents are two places where the messages can be routed to. Einstein Bots are automated chat agents that can handle common customer requests, such as checking order status, resetting passwords, or updating information. Call Center Agents are human agents who can take over the conversation from Einstein Bots when more complex or personalized assistance is needed. Verified References: : Einstein Bots Overview : : Call Center Agents Overview
NEW QUESTION # 47
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with check processing
- B. Experience Cloud with payment processing
- C. Service Cloud Voice with Tele-pay
Answer: B
Explanation:
To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency.
NEW QUESTION # 48
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
- A. Einstein Case Routing
- B. Screen Flow
- C. Omni-Channel Supervisor
- D. Case Escalation Rules
Answer: C
Explanation:
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5
NEW QUESTION # 49
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 three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Chatter
- B. Quick Text
- C. Omni-Channel
- D. Publisher Actions
- E. Macros
Answer: B,D,E
Explanation:
Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified References: Sales Cloud Productivity Best Practices
NEW QUESTION # 50
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Salesforce Service-Cloud-Consultant certification is a credential that validates the skills and knowledge of a professional in the field of Salesforce Service Cloud. It is designed to test the proficiency of individuals in implementing and configuring Salesforce Service Cloud, managing cases, knowledge bases, and communities, as well as integrating with other Salesforce products and third-party applications. Salesforce Certified Service cloud consultant certification exam is intended for consultants, administrators, developers, and architects who work with Salesforce Service Cloud and want to demonstrate their expertise in this area.
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