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NEW QUESTION # 79
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- B. Create a central "Contact Us" page which provides access to all available channels.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: B,D,E
NEW QUESTION # 80
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Milestone Actions
- C. Time-based Workflow Rules
- D. Scheduled Reports
Answer: D
NEW QUESTION # 81
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Ask sales reps to respond to support Cases
- B. Provide a self-help Customer Community.
- C. Add more support phone lines.
- D. Limit Customers to 5 Cases per day.
Answer: B
Explanation:
Adding more support phone lines is a solution that can address the problem of the support team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.service_phone_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.service_phone_setup.htm&type=5
NEW QUESTION # 82
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?
- A. create an auto response rule to send the article to teh customer
- B. create a lightning email template to sned artilce to customer
- C. create a workflow email alert to send the artilce to the customer
- D. Create a macro to send an email with the article to customer
Answer: D
Explanation:
Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
NEW QUESTION # 83
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on 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. Incorporate the additional requirements to the project scope and continue with the original project schedule.
- B. Prepare a change order to account for the additional requirements and communicate the new project schedule.
- C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
Answer: B
Explanation:
When additional requirements are discovered that impact the project's timeline and budget, preparing a change order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about the changes and implications for the project's delivery.
NEW QUESTION # 84
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
- A. In Inbound Setting, set Enable Case Reopen to 3 days.
- B. Change the Run Apex As User to a service agent profile.
- C. Configure a Macro to close the duplicate case
- D. Establish Duplicate Rules to find similar cases.
Answer: A
Explanation:
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen
NEW QUESTION # 85
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION # 86
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Appexchange solution
- B. Social Conversation component
- C. Omni channel
- D. Custom lightning component
Answer: B
Explanation:
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
:https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
NEW QUESTION # 87
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Data Loader
- B. Mass Transfer Records
- C. Manual configuration
- D. Change Sets
Answer: D
Explanation:
Explanation
Change Sets are the deployment solution that a consultant should use to move an updated Service Console from a sandbox to Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for the Service Console, such as the app definition, the page layouts, the tabs, the components, the utility bar, or the navigation rules. Change Sets can also be used to deploy other related components, such as objects, fields, profiles, permissions, workflows, or reports. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview
NEW QUESTION # 88
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
- A. It is incompatible with Einstein Bots.
- B. It should be routed via Omni-Channel,
- C. It should be deployed with Experience Builder.
Answer: B
Explanation:
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing.
This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.
NEW QUESTION # 89
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Data Category to assign an article record type to a Reviewer.
- C. Knowledge Action to Publish an Article once the Article is approved.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: B,D
NEW QUESTION # 90
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Omni-Channel Routing
- B. Field Service Scheduler
- C. Workforce Engagement Self Scheduling
- D. Visual Remote Assistant
Answer: D
Explanation:
Visual Remote Assistant is a feature that allows you to provide real-time interactive video support to your customers using their mobile devices. You can see what your customers see through their camera, guide them with annotations and pointers, and troubleshoot issues remotely. This solution can improve the support experience while providing expert-level support, as it can reduce the need for dispatching field workers, save time and costs, and increase customer satisfaction. Verified References: [Visual Remote Assistant]
NEW QUESTION # 91
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Displays records and their related items as tabs on one screen
- B. Allows Chatter Messenger to be used between agents
- C. Is available for users in the partner portal
- D. Indicates when records and lists are changed by others
Answer: A,B
NEW QUESTION # 92
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Cases
- B. Contacts
- C. Contracts and SLASs
- D. Chatter Answers
Answer: B,D
NEW QUESTION # 93
UC is creating an inbound customer support contact center to handle questions about using its products. What
should be considered when designing the contact center?
- A. Average handling time and first call resolution time
- B. Automatic call distributor and interactive voice response
- C. Workforce management and customer satisfaction score
- D. Agent skill-based routing and predictive dialer
Answer: B
NEW QUESTION # 94
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. On-demand email to case
- B. An email to case inquiry
- C. While holding for a support agent
- D. Web-to-case question
Answer: D
Explanation:
Explanation
A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_deflection.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5
NEW QUESTION # 95
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
- A. Document and share the practices of Agent A with the team via knowledge articles
- B. Build a dashboard to display individual performance by agent versus the team goal
- C. Review case history and activities for Agents B and C
- D. Update case assignment rules to route more cases to Agent A
- E. Lower the target for entire team to that of Agent A
Answer: A,B,C
NEW QUESTION # 96
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