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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- 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.
- 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.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
NEW QUESTION 188
UC must provide contact center agents with access to a customer's payment history if the call concerns a
billing problem. The following considerations need to be taken into account: Billing problems account for less
than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do
not want to maintain separate login sessions for Salesforce and the billing system. What solution should a
consultant recommend?
- A. Import payment data into Salesforce and add to the contact page layout related list
- B. Create a Visualforce page that retrieves payment information via a Web Service call-out
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a custom web service to handle invoice inserts and updates from the billing system
Answer: B
NEW QUESTION 189
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can
request future credit by providing kit usage information by patient. The regional processing teams review these
requests and award coupons for approved cases. What should a consultant recommend to manage this process
using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Enable the self-service portal to generate logins for the hospital staff by region.
- C. Use cases to track the credit requests and route than to regional teams using assignment rules
- D. Design a custom object to track credit requests and route them regionally using assignment rules
Answer: C
NEW QUESTION 190
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. Review case history and activities for Agents B and C
- B. Update case assignment rules to route more cases to Agent A
- C. Lower the target for entire team to that of Agent A
- D. Document and share the practices of Agent A with the team via knowledge articles
- E. Build a dashboard to display individual performance by agent versus the team goal
Answer: A,D,E
NEW QUESTION 191
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION 192
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Field Service Lightning
- C. Lightning Console
- D. Employee Community
Answer: B
NEW QUESTION 193
The Universal Containers' customer support organization has implemented 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.
Which two should the company do to address this situation? Choose 2 answers
- A. Create a dashboard that includes articles submitted by agents and approved for publication.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Measure and reward agents based on the number of new articles submitted for approval.
- D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,C
NEW QUESTION 194
A customer has a detailed question about product functionality. The customer would like access to expert
customer subject-matter experts, and real-time access to company IT support experts. Which features will best
help the customer? Choose 2 answers.
- A. Salesforce Chat
- B. Mass email
- C. Public groups
- D. Communities
Answer: A,D
NEW QUESTION 195
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The
company would like to automatically create a field service dispatch record and assign it to a queue when
specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a case assignment rule
- B. Use a validation rule
- C. Use an Apex trigger
- D. Use a workflow rule with an action
Answer: D
NEW QUESTION 196
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. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,C,E
NEW QUESTION 197
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Predictive dialer for outbound calls
- B. Mobile access to case information
- C. Visibility into service entitlements
- D. Chatter groups for customer
Answer: B,C
NEW QUESTION 198
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Visitor Browser
- B. Chat Character Limit
- C. Chat Window Title
- D. Idle Connection Timeout
Answer: A,D
NEW QUESTION 199
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom view on the Case tab
- B. Create a custom report
- C. Create a custom Visualforce page
- D. Create a custom related list on the case
Answer: D
NEW QUESTION 200
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. Company Community
- B. Employee Community
- C. Partner Community
- D. Customer Community
Answer: D
NEW QUESTION 201
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails related to a case will update the case comments
- B. Only one inbound email address can be used for Email-to-Case
- C. Assignment, escalation, and workflow rules are processed on inbound emails
- D. Follow-up emails and attachments related to a case are attached to the case
Answer: A,D
NEW QUESTION 202
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Allow agents to create Knowledge articles when closing a case.
- B. Add the Submit Feedback button to articles.
- C. Add the Submit Feedback button on the Solutions tab.
- D. Require agents to create Knowledge articles when opening a case.
Answer: A
NEW QUESTION 203
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Milestones
- B. Omni-Channel
- C. Case Escalation
- D. Entitlements
Answer: D
NEW QUESTION 204
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Use a Change Set
- C. Manually re-create the Permission Sets
- D. Publish a Managed Package
Answer: B
NEW QUESTION 205
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up IVR with an automated response for customers affected by the recall to defect calls.
- B. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
- C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
Answer: A
NEW QUESTION 206
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Quick Text
- B. Multi -monitor support
- C. Case hover
- D. Keyboard Shortcuts
- E. Dynamic list updates
Answer: B,D,E
NEW QUESTION 207
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification that sample data has been loaded
- B. Fund customer approval on training materials
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: A,C
NEW QUESTION 208
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. Workforce management and customer satisfaction score
- C. Automatic call distributor and interactive voice response
- D. Agent skill-based routing and predictive dialer
Answer: C
NEW QUESTION 209
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