Latest [Jul 11, 2024] Service-Cloud-Consultant Exam with Accurate Salesforce Certified Service cloud consultant PDF Questions
Take a Leap Forward in Your Career by Earning Salesforce 178 Questions
NEW QUESTION # 13
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.
What should a consultant recommend to meet the requirement?
- A. An organization-wide default of Public Read/Write on the Case object
- B. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
- C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
Answer: B
Explanation:
Using a sharing set is the most appropriate solution to ensure Experience Cloud site users can access only the cases where they are listed as the contact. This configuration aligns with Salesforce's security model, providing record access based on the user's relationship to the case via their Contact record, ensuring data visibility is restricted appropriately.
NEW QUESTION # 14
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?
- A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
- B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
- C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
Answer: C
Explanation:
To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.
NEW QUESTION # 15
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?
- A. Messaging
- B. OmniStudio
- C. Einstein Bots
Answer: A
Explanation:
To enable customers to send messages via their preferred mobile app to agents in the Service Console, the
"Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with the Service Cloud, allowing agents to communicate with customers through their preferred channels, enhancing customer experience and engagement.
NEW QUESTION # 16
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Community
- B. Chatter Questions
- C. Web -to -Case
- D. Live Agent
Answer: A,B
NEW QUESTION # 17
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION # 18
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
- A. Create a joined report.
- B. Create a report using Grouping.
- C. Create a reporting snapshot.
Answer: A
Explanation:
To measure first-call resolution by channel, agent, and calendar month, creating a joined report is the most effective reporting solution. Joined reports in Salesforce allow for the combination of data from different report types into a single report, providing a comprehensive view of related metrics. This capability is particularly useful for analyzing first-call resolution rates across multiple dimensions (channel, agent, and time), enabling the support manager at Universal Containers to gain insights into performance trends and identify areas for improvement in the service delivery process.
NEW QUESTION # 19
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
- A. On the footer of the Lightning Console
- B. On the Highlights Panel of a Primary tab
- C. On the left sidebar of Salesforce Classic
- D. On a new tab in the agent's browser
Answer: A,C
NEW QUESTION # 20
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Facebook Messaging
- B. Case Auto-Response
- C. Chat
- D. Escalation Rules
Answer: B,C
Explanation:
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5
NEW QUESTION # 21
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
- A. Apex trigger
- B. Escalation rules
- C. Quick Action
Answer: C
Explanation:
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.
NEW QUESTION # 22
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. Multiple Article Record Types can be imported in the same CSV.
- C. Article Record Types will be created as part of the import.
- D. Each Article Record Type must be in a separate CSV.
Answer: A,B
NEW QUESTION # 23
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Configure the new app in developer org and use an unmanaged package to deploy to production.
Answer: D
NEW QUESTION # 24
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Communicate information about the upgrade to customers in advance.
- B. Replace the default outage page with a custom page containing upgrade information.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Publish ongoing updates to the community knowledge base with details about the upgrade.
- E. Notify customers once the upgrade is completed and full services are restored.
Answer: A,B,E
NEW QUESTION # 25
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Select two Twitter or Facebook accounts.
- B. Create and assign permission sets to give agents social account access.
- C. Retrieve Social Studio credentials.
- D. Enable the Moderation feature to automatically create cases from posts.
Answer: A,B
NEW QUESTION # 26
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Upload the images into Salesforce prior to importing the articles
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Include images in an .html file using the image tag and src attribute
- D. Ensure that each image does NOT exceed the maximum of 25 MB
Answer: C
NEW QUESTION # 27
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Create auto response templates for emails.
- B. Enable Knowledge in a Service Cloud portal.
- C. Enable Chatter for agent collaboration.
- D. Enable Ideas in a Service Cloud portal.
Answer: A,B
NEW QUESTION # 28
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Passing the Salesforce Service-Cloud-Consultant exam requires a deep understanding of Service Cloud best practices, as well as the ability to apply that knowledge to real-world scenarios. Candidates must also be able to effectively communicate their ideas and recommendations to clients and stakeholders, as well as collaborate with other members of the project team.
Salesforce Certified Service cloud consultant certification is designed for professionals who specialize in implementing and managing the Salesforce Service Cloud. It is intended for individuals who have experience in configuring and managing Service Cloud solutions in a customer-facing role. Salesforce Certified Service cloud consultant certification is ideal for professionals who work with customers to provide support, manage cases, and resolve issues.
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