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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Case Management 11%
- Knowledge Channels 9%
- Contact Center Analytics 5%
- Industry Knowledge 22%
How to study the Service-Cloud-Consultant Exam
There are two main types of resources for preparation of certification exams first there are the study guides and the books that are detailed and suitable for building knowledge from ground up then there are video tutorial and lectures that can somehow ease the pain of through study and are comparatively less boring for some candidates yet these demand time and concentration from the learner. Smart Candidates who want to build a solid foundation in all exam topics and related technologies usually combine video lectures with study guides to reap the benefits of both but there is one crucial preparation tool as often overlooked by most candidates the practice exams. Practice exams are built to make students comfortable with the real exam environment. Statistics have shown that most students fail not due to that preparation but due to exam anxiety the fear of the unknown. ValidBraindumps expert team recommends you to prepare some notes on these topics along with it don't forget to practice Salesforce Service-Cloud-Consultant exam dumps which been written by our expert team, Both these will help you a lot to clear this exam with good marks.
NEW QUESTION 146
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. Implement a customer self-service portal
- C. Prioritize customer calls based on their SLA
- D. Cross-train agents on both product lines
Answer: B,D
NEW QUESTION 147
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. A mashup integration on the Account page to a third-party mapping service
- B. A custom tab of type URL that displays a map image of customer location
- C. An outbound message to a middleware platform to provide map details
- D. A Web Service call-out that retrieves map details from the backend system
Answer: A
NEW QUESTION 148
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
Answer: A
NEW QUESTION 149
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Establish Case Assignment Rules.
- B. Configure Case Escalation Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Define Case Auto-Response Rules.
Answer: D
NEW QUESTION 150
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 unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent profile for each channel grouping.
Answer: B
NEW QUESTION 151
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Create an FAQ article type and configure the enable suggested articles option in support settings.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: B
NEW QUESTION 152
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Restore the data using the available backup.
- B. Manually update the corrupt data to correct it.
- C. Log a Data Recovery case with Salesforce Support.
- D. Use Data Loader to delete the corrupt data.
Answer: C
NEW QUESTION 153
The Universal Container's customer support organization has implemented knowledge, 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. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles approved for publication
- B. Create a dashboard for articles submitted by agents & approved for publication
- C. Require agents to check a box on case when submitting a new suggested article
- D. Measure & reward agents based on the # of new articles submitted for approval
Answer: B,D
NEW QUESTION 154
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Lightning Dialer
- B. Local Presence
- C. Macros
- D. Open CTI
Answer: A
NEW QUESTION 155
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
- A. Implement an adapter built on Open CTI.
- B. Move to a cloud -based telephony system.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Implement an adapter using the Telephony API.
Answer: A
NEW QUESTION 156
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. Case resolution time
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION 157
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Reads the case
- B. All of the above
- C. Adds a related comment to the case
- D. Edits the case
- E. Adds an activity or sends an email from the case record
Answer: D
NEW QUESTION 158
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?
- A. Milestones
- B. Cases
- C. Assets
- D. Service contracts
Answer: D
NEW QUESTION 159
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis
phase of the project has just been completed. Additional requirements were discovered that will result in the
project exceeding timeline and budget constraints. What is the first step the consultant should take to address
the issue?
- A. Add development resources to the project team to build out the additional requirements.
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline. - C. Adjust the project scope to accommodate new requirements and continue with the original project
schedule - D. Document the requirements gap and communicate development options to the project team
Answer: D
NEW QUESTION 160
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION 161
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?
- A. Use escalation rules
- B. Use entitlements to define a process and milestones
- C. Use case teams to close
Answer: B
NEW QUESTION 162
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