Service-Cloud-Consultant exam questions for practice in 2023 Updated 152 Questions
Updated Apr-2023 Premium Service-Cloud-Consultant Exam Engine pdf - Download Free Updated 152 Questions
The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
- Number of Questions: 60
NEW QUESTION 36
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. Configure the Visualforce page to use the Lightning Design System.
- D. Remove Apex code references to the Article RecordType field.
Answer: A,C
NEW QUESTION 37
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. RESTful services with GET, POST, or PUT
- B. Schedule batch Apex processing job
- C. Workflow-driven outbound messaging
- D. Visualforce page APEX SOAP async callout
Answer: C
NEW QUESTION 38
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Lightning Service Console
- B. Customer Community
- C. Field Service Lightning
- D. An AppExchange Solution
Answer: C
NEW QUESTION 39
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Salesforce for Outlook
Answer: C
NEW QUESTION 40
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. A Workflow rules is activated
- C. An email is automatically sent to the case owner
- D. An Assignment Rule is Activated
Answer: C
NEW QUESTION 41
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Capture inappropriate word usage and generate reports
- B. Enforce a consistent standard of service for customer interaction
- C. Lower the average speed of answer (ASA)
- D. Teach new agents how to handle difficult situations
Answer: A,B
NEW QUESTION 42
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce import wizard to load and cleanse the data.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Cleanse the data outside of Satesfbrce and then migrate the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: C
NEW QUESTION 43
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. Use Data Loader to delete the corrupt data.
- C. Manually update the corrupt data to correct it.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION 44
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Create a related child case and assign the child case to the product development team.
- B. Build a repository of Knowledge articles related to integration and share it with the customer.
- C. Create a private Chatter group with customers and invite key individuals to join the group.
- D. Enable Chatter case feed and add product development team members to the case team.
Answer: C
NEW QUESTION 45
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Idle Connection Timeout
- B. Chat Character Limit
- C. Chat Window Title
- D. Chat Visitor Browser
Answer: A,D
NEW QUESTION 46
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Customer Community
- B. Automatic Call Distribution
- C. Service Cloud Console
- D. Knowledge Base
Answer: A,D
NEW QUESTION 47
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the least amount of active assigned work.
- B. Route to agents with the most capacity to take on new work.
- C. Route to agents staffing the assigned overflow queues.
- D. Route to agents with the most cases closed for that topic.
Answer: A,B
NEW QUESTION 48
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 unnecessary columns from the reports.
- D. Remove dashboards based on long-running reports.
Answer: A
NEW QUESTION 49
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. Einstein Bo
- B. Social Customer Service
- C. Chat for Web and In-App
- D. Digital Engagement Messaging
Answer: B
NEW QUESTION 50
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Search Activity Gaps
- B. Most Linked Articles
- C. Most Revised Articles
- D. Top Articles sorted descending
Answer: B
NEW QUESTION 51
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Omni-Channel
- C. Page Layouts
- D. Article Types
- E. Record Types
Answer: A,B,E
NEW QUESTION 52
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Mix telephony interactions with email and chat
- B. Extend benefits to part-time agents
- C. Provide additional training on tools and process
- D. Allow shift trading between agents
Answer: B,D
NEW QUESTION 53
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Set Article Or Wide to Public Read Write
- B. Grant authors access to the FAQ records type
- C. Grant Authors acess to FAQ artcle type
- D. Add Authors to the FAQ data category
Answer: B
NEW QUESTION 54
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