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Certification as a Salesforce Certified Service cloud consultant demonstrates a high level of expertise in Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification is highly valued by employers and can lead to career advancement opportunities. Certified professionals have access to a community of experts and resources to support ongoing learning and development.
NEW QUESTION # 34
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are
having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Create a dashboard to track and manage call volumes by type.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Configure IVR routing to bypass Tier 1 for the product line.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION # 35
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Use Assignment rules and case queues.
- B. Simplify the interactive voice response (IVR) tree.
- C. Set up Email-to-Case.
- D. Add additional agents to lower average hold time.
Answer: B,C
NEW QUESTION # 36
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Track the average calls per day, average cases per agent, and average cases per case type.
- B. Measure difference in CSAT ol cases with and without articles attached.
- C. Track not promoter scores as part of an automated survey after case closure for every cote.
- D. Benchmark the average cases per agent versus the team average across each case channel
Answer: A
NEW QUESTION # 37
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
- A. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
- B. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
- C. In a Public Read Only sharing model, al users can view cases in a Queue.
- D. in a Private sharing model, only queue members can take ownership or cases in the Queue.
Answer: C
Explanation:
Explanation
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means.
Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5
NEW QUESTION # 38
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add knowledge data categories to each case
- B. Add the knowledge related list to the case record page
- C. Add knowledge component to case record page
- D. Add the knowledge tab to the service console
Answer: C
Explanation:
Explanation
Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page.
Knowledge component also shows suggested articles based on the case information and the agent's profile.
Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component_suggested.htm&type=5
NEW QUESTION # 39
A company receives support requests through a variety of email addresses and web forms for different parts of
the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate
representatives?
- A. Escalation Rules, Queues, Public Groups, Live Agent
- B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- D. Case Assignment Rules, Queues, Chatter Groups, Live Agent
Answer: B
NEW QUESTION # 40
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION # 41
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?
- A. Salesforce Platform
- B. Satesforce
- C. Knowledge Only User
- D. WDC Only User
Answer: C
NEW QUESTION # 42
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Answer: C
NEW QUESTION # 43
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers are spending additional time searching for answers.
- B. Agents do not have access to the same Knowledge articles as customers.
- C. Customers must spend additional time registering for the portal.
- D. Self-service deflects easy cases, leaving more complex cases for agents.
Answer: D
Explanation:
Explanation
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices
NEW QUESTION # 44
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Create a sharing rule to share the contact record with the site member.
- B. Update the case assignment rule to add the site member to the predefined case team.
- C. Change the org-wide default for cases and contacts internal access to private.
- D. Set up a sharing set to grant access based on the site member's contact record.
Answer: D
NEW QUESTION # 45
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
Answer: D
NEW QUESTION # 46
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Follow the SMEs to receive automatic updates when they add case comments
- C. Bookmark all the comments related to the issue from SMEs
- D. Use hashtag (#) to track the customer case and SMEs comments
Answer: A
NEW QUESTION # 47
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 a macro to send an email with the article to customer
- B. create a lightning email template to sned artilce to customer
- C. create an auto response rule to send the article to teh customer
- D. create a workflow email alert to send the artilce to the customer
Answer: A
Explanation:
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 # 48
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. An AppExchange package
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION # 49
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Use suggested Knowledge articles
- B. Bypass entitlement verification
- C. Use integrated voice response
- D. Increase the Call-to-Order ratio
Answer: A,C
NEW QUESTION # 50
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Utility Bar
- D. Open multiple case records as tabs and sub tabs
Answer: A,B
NEW QUESTION # 51
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To prepare for the exam, Salesforce offers a Service Cloud Consultant certification study guide, which covers all the topics covered in the exam. You can also take training courses through Salesforce University or attend workshops and webinars provided by Salesforce partners. Additionally, you can take practice exams to test your knowledge and identify areas where you need to focus your study efforts.
Service-Cloud-Consultant exam dumps with real Salesforce questions and answers: https://examdumps.passcollection.com/Service-Cloud-Consultant-valid-vce-dumps.html
