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Service Cloud Consultant Free Questions Good Demo For Salesforce Service Cloud Consultant Exam 1. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers A. A knowledge article life cycle that is implemented correctly the first time and does not need to change B. Reduced first contact resolution C. A knowledge article life cycle that evolves based on usage and demand D. Reduced issue resolution time Answer: B,D 2. Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2) p ho A. Allows Chatter Messenger to be used between agents S m xa B. Displays records and their related items as tabs on one screen E T -I C. Is available for users in the partner portal ry T D. Indicates when records and lists are changed by others rst Fi Answer: A,B he T In ss ce uc S 3. Universal Containers would like to implement Omni Channel within Service Cloud r Fo for their representatives. ons ti What is the first step an Administrator is required to perform in order to configure s ue Q Omni Channel? m xa A. Assign Users to Omni Channel permissions E n t ta B. Enable Omni Channel by clicking Settings in Setup sul on C. Assign Users to the Omni Channel Feature License C ud D. Contact Salesforce to have Omni Channel enabled lo C ce Answer: B vi er lS ua ct A 4. Universal Containers' customer support management wants to provide proactive de vi ro communications to customers who are likely to provide low customer satisfaction P (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answers A. High priority cases opened by account month-to-date B. Time spent by account year-to-date C. Escalated cases by account month-to-date D. New cases opened by account channel Answer: A,C 5. A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent . Which metric should be recommended? Choose 2 answers A. Number of cases created sorted by order B. Number of cases by type by owner C. Number of cases in each status D. Number of solutions created per agent Answer: A,B 6. The Service Manager at universal Containers manages three teams. Each team p ho provides support for the specific product. Agents have concerns about seeing search S m xa results for other products when searching the knowledge base. The service manager E T -I originally provided the teams with full access to the articles. ry T Which solution will ensure each team sees only the relevant article type for their rst Fi product? he T A. Create an article action for each record type and assign them to each team based In ss ce on their product specialization uc S B. Create a permission set for each record type and assign them to each team based r Fo on their product specialization ons ti C. Create a page layout for each article type and assign them to each team based on s ue Q their product specialization m xa D. Create a data category for each product and assign them to each team bases on E n t ta their product specialization sul on Answer: D C ud lo C ce vi er 7. A client's Support Call Center has seen an increase in call volume on a new lS ua product line. ct A The agents are having problems resolving issues and have been escalating to Tier 2 de vi ro for support. P Which action should be taken to reduce the call volumes and escalations? A. Create Knowledge Articles and publish internally and publicly. B. Configure IVR routing to bypass Tier 1 for the product line. C. Configure Omni-channel to assign cases directly to Tier 2. D. Create a dashboard to track and manage call volumes by type. Answer: A 8. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 . How can UC measure case escalation? A. Create a case report to show all cases across tiers filtered by an escalation flag. B. Create an approval process to ensure only the appropriate cases get escalated. C. Create a case report to show the number of cases for each tier and sort them by case owner. D. Create a custom trigger to generate history when cases get escalated between tiers. Answer: A 9. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific p ho amount of time. S m xa What approach should a consultant recommend to meet these requirements? E T -I A. Configure Case Escalation Rules. ry T B. Define Entitlement and Milestones. rst Fi C. Use Process Builder with Scheduled Actions he T D. Enable Omni-Channel Routing. In ss ce Answer: B uc S r Fo ons ti 10. Customer Community to provide customers with a self-service option for support . s ue Q Which two capabilities can the Customer Community provide to Universal Containers' m xa customers? Choose 2 answers E n t ta A. Allows customers to customize their user interface sul on B. Allows customers the ability to collaborate C ud C. Allows customers to customize reports and dashboards lo C ce D. Allows customers to search a knowledge base. vi er Answer: B,D lS ua ct A de vi ro 11. Universal Containers wants to implement Knowledge to assist agents with the P resolution of cases . Which three recommendations should a consultant make to meet this requirement? Choose 3 answers A. Enable article customization for open cases. B. Enable agents to create their own personal articles. C. Enable suggested articles on new cases. D. Enable article submission during case close. E. Create an email template to send articles as PDF attachments. Answer: C,D,E 12. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers A. Set up an intuitive Data Category hierarchy B. Restrict the Manage Articles user permission C. Enable and configure wildcards for article searches D. Require that an article be added when closing a case Answer: A,B p ho 13. The contact center at universal containers wants to increase its profit margins by S m xa promoting call deflection with service cloud. E T -I Which two solutions should a consultant recommend? Choose 2 answers ry T A. Customer community rst Fi B. Knowledge base he T C. Service cloud console In ss ce D. Automatic call distribution uc S Answer: A,B r Fo ons ti s ue Q 14. A manager would like information on the knowledge base searches conducted by m xa customers and call center agents . E n t ta Which two metrics are useful for identifying knowledge article effectiveness? Choose sul on 2 answers C ud A. Knowledge search query with no results. lo C ce B. Knowledge articles with the lowest rating. vi er C. Number of knowledge articles in each data category. lS ua D. Knowledge articles created by call center agents. ct A Answer: A,B de vi ro P 15. Universal Containers wants to measure the efficiency of its contact center . Which three metrics should the contact center manager analyze? Choose 3 answers A. Number of open cases per day B. Number of new customers added C. Number of closed cases on first call D. Average number of days to close cases E. Number of cases escalated Answer: A,D,E 16. 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. Cleanse the data outside of Satesfbrce and then migrate the data. B. Use the Salesforce data loader to load and cleanse the data. C. Use the Salesforce import wizard to load and cleanse the data. D. Upload the data into Salesforce and then run data cleansing tools. Answer: A 17. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer . p ho What is the recommended solution to increase the involvement of SMEs and track the S m xa case to completion in Chatter? E T -I A. Follow the SMEs to receive automatic updates when they add case comments ry T B. Bookmark all the comments related to the issue from SMEs rst Fi C. Use hashtag (#) to track the customer case and SMEs comments he T D. @mention the SMEs on the case Chatter feed and follow the case In ss ce Answer: D uc S r Fo ons ti 18. Universal Containers has created Permission Sets granting access to objects and s ue Q fields in one of its sandboxes. m xa How should a consultant deploy these Permission Sets to Production? E n t ta A. Use a Change Set sul on B. Manually re-create the Permission Sets C ud C. Create an Unmanaged Package lo C ce D. Publish a Managed Package vi er Answer: A lS ua ct A de vi ro 19. Universal Containers is using the Lightning Service Console for managing cases P and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers A. Install an adapter from AppExdiange to work with third-party CTI systems. B. Enable Live Agent in their community to chat with an agent. C. Assign the correct Salesforce users to the Call Center. D. Create a softphone layout and assign to user profiles. E. Assign the Salesforce CTI license to Salesforce users. Answer: A,C,D 20. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers . Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers A. Service Console Knowledge Components B. Service Console Profile Assignments C. Data Categories and Article Actions D. Data Categories and Article Types Answer: A,D p ho 21. A contact center manager wants to measure the impact of a new customer care S m xa program. E T -I What can be used to measure an increase in customer satisfaction? Choose 2 ry T answers. rst Fi A. Service level agreement he T B. First call resolution In ss ce C. Average handle time uc S D. Customer satisfaction survey r Fo Answer: B,D ons ti s ue Q m xa 22. Universal Containers would like for article to be different channel for social E n t ta interactions. sul on What solution should a consultant recommend? C ud A. Set up communication channel layouts in the object manager to use Insert Article lo C ce into Social post. vi er B. Set up insert Article into Social post and enable the customer community portal. lS ua C. Create a Chatter group and invite the customer to join with an external chatter ct A user. de vi ro D. Create a Visualforce page on the customer community portal. P Answer: B 23. Universal Containers (UC) wants to implement Service Cloud using Agile methodology . How should the consultant recommend delivering a successful implementation? A. set a cutoff date of 1.5 months before user acceptance testing for any change requests. B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly. C. Deliver the entire project simultaneously so as to present UC with a completed solution. D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements. Answer: B 24. The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases? p ho A. Implement Quick Text S m xa B. Enable the Support Process for default email templates E T -I C. Implement Macros ry T D. Implement Email-To-Case rst Fi E. Enable the support setting for default email templates he T Answer: A,C,E In ss ce uc S r Fo 25. A company is changing its case management system to Salesforce. All active ons ti accounts, contacts, and closed cases for the past 5 years must be migrated to s ue Q Salesforce for go-live. m xa Which approach should be used for the data migration? E n t ta A. Prepare, Plan, Test, Execute, Validate sul on B. Plan, Prepare, Test, Execute, Validate C ud C. Prepare, Plan, Validate, Execute, Test lo C ce D. Plan, Prepare, Validate, Execute, Test vi er Answer: D lS ua ct A de vi ro 26. Field engineers often need to access current inventory levels of products the P customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement? A. Implement Field Service Lightning. B. Integrate with an enterprise resource planning system. C. Develop and publish a knowledge management system D. Configure Visual Flows on Salesforce mobile. Answer: B 27. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration? A. Remove these fields from the page layout and add the components to the highlights panel. B. Add these fields to the page layout and add the components to the highlights panel C. Remove these fields from the page layout and add the fields to the highlights panel D. Add the fields to the page layout and add the fields to the highlights panel. Answer: D 28. Which method can be used to route cases from social channels? A. use Twitter-to-case and add workflow rules to the case object. p ho B. Enable Social Customer Service and add assignment rules to the case object. S m xa C. Enable Social Network Profile and add workflow rules to the contact object. E T -I D. Enable Social Network Profile and add assignment rules to the case object. ry T Answer: B rst Fi he T In ss ce 29. Universal Containers email policy requires that all email traffic remain within its uc S firewall. Currently, the company has 200 support agents handling email from five r Fo different time zones . ons ti Which solution should a consultant recommend? s ue Q A. Web-to-Case m xa B. Email-to-Case E n t ta C. Salesforce for Outlook sul on D. On-Demand Email-to-Case C ud Answer: B lo C ce vi er lS ua 30. Universal Containers Call Center Agents have limited visibility to customer ct A support levels, resulting in inconsistent response times and lengthened resolution de vi ro times . P Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers A. Configure Assignment Rules based on Case Priority. B. Add the Entitlements related list to the Account Page Layout. C. Create a Report of all active Entitlements grouped by Customers. D. Configure Success, Warning, and Violation Actions for Milestones. Answer: A,B 31. Which native Service Cloud solution is used for case satisfaction surveys? A. Create a Web-to-case form with a custom case type of survey B. Enable the case survey option on the case object C. Enable the case survey auto-response rule D. Check the survey option in the case settings Answer: A 32. 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 a service cloud console to support all channel groupings. B. Create an agent profile for each channel grouping. p ho C. Create a unique case page layout for each channel grouping. S m xa D. Create an agent role for each channel grouping. E T -I Answer: C ry T rst Fi he T 33. Which three processes are uses case for Visual Workflow? Choose 3 answers In ss ce A. Cross-sell promotions for agents uc S B. Decision-based troubleshooting for agents r Fo C. Assignment of email to a case queue based on subject ons ti D. Caller verification and creation of a new case s ue Q E. Field validation during case creation m xa Answer: A,B,D E n t ta sul on C ud 34. A Service Rep transfers a Live Agent Chat to another Rep. lo C ce Which two things will happened? vi er A. The Customer is shown the new Rep's name lS ua B. Both Service Reps can chat with the customer ct A C. The chat transcripts and case are transferred de vi ro D. The Customer doesn't know they were transferred P Answer: A,C 35. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search . Which solution should a consultant recommend to meet this requirement? A. Create separate data category groups for each division and assign the category to a division profile. B. Create a sharing rule for each division to provide access using the role hierarchy. C. Create a sharing rule for each division to provide access based on criteria of the article. D. Create a single data category group for each division and provide access using the role hierarchy. Answer: D Go To Service Cloud Consultant Exam Questions Full Version