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Service-Cloud-Consultant - Salesforce Certified Service cloud consultant - Dump Information

Vendor : Salesforce
Exam Code : Service-Cloud-Consultant
Exam Name : Salesforce Certified Service cloud consultant
Questions and Answers : 80 Q & A
Updated On : Click to Check Update
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Service-Cloud-Consultant Questions and Answers

Service-Cloud-Consultant.html


Question: 69


A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.


What should a consultant recommend?

A . Define data categories with custom visibility.

B . Define article types with public sharing settings. C . Define topics for each knowledge article.

D . Define a custom field to identify the subject.


Answer: A,B,D


Question: 70


A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members .


What should a Consultant recommend?

A . Define Article Types with Public Sharing Settings. B . Define Data Categories with Custom Visibility.

C . Define Topics for each Knowledge article.

D . Define a Custom Field to identify the Subject.


Answer: C


Question: 71


UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction .


What can a consultant recommend to accomplish these objectives? Choose 2 answers. A . Implement a customer self-service portal

B . Enable agents to transfer calls to other agents C . Cross-train agents on both product lines

D . Prioritize customer calls based on their SLA


Answer: A,C


Question: 72

A manager would like information on the knowledge base searches conducted by customers and call center agents .


Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers A . Knowledge search query with no results.

B . Knowledge articles with the lowest rating.

C . Number of knowledge articles in each data category. D . Knowledge articles created by call center agents.


Answer: A,B


Question: 73


The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.


Which solution will ensure each team sees only the relevant article type for their product?

A . Create an article action for each record type and assign them to each team based on their product specialization B . Create a permission set for each record type and assign them to each team based on their product specialization C . Create a page layout for each article type and assign them to each team based on their product specialization

D . Create a data category for each product and assign them to each team bases on their product specialization


Answer: D


Question: 74


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


Question: 75


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 . 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.

C . Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its

structure and content.

D . 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.


Answer: D


Question: 76


Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.


What should the consultant recommend to mitigation these concerns?

A . Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.

B . Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

C . Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

D . Configure the new app m developer org and use an unmanaged package to deploy to production.


Answer: D


Question: 77


How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A . Omni-Channel Utility Component

B . Cases report sorted by Rep and Case Owner

C . Cases report sorted by Rep and Case CreatedDate D . Omni-Channel Supervisor tab


Answer: D


Question: 78

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page . How can this be achieved?

A . Customer view of case tab

B . Custom Visual force page C . Custom report

D . Custom related list


Answer: B


Question: 79

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record .


What should a consultant recommend as part of the solution?

A . An outbound message to a middleware platform to provide map details

B . A mashup integration on the Account page to a third-party mapping service C . A Web Service call-out that retrieves map details from the backend system D . A custom tab of type URL that displays a map image of customer location


Answer: B


Question: 80


Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer’s problem via the call center.


What functionality should a consultant recommend to satisfy the UC’s need? A . omni Channel

B . Contact Request C . Field Service

D . Mobile Connect


Answer: C


Salesforce Service-Cloud-Consultant Exam (Salesforce Certified Service cloud consultant) Detailed Information

ecome indispensable by getting Salesforce-certified.
Salesforce technology transforms companies. Our certifications transform careers. Organizations that use Salesforce-certified professionals see increases in adoption and usage, while also enjoying smoother deployments. Credentials are the best way to demonstrate the impact you make every day, while giving yourself a competitive edge that leads to new opportunities. No matter your role, Salesforce University has a path to certification for you.
Administrators
Manage, configure, and extend the capabilities of the Salesforce platform by leveraging your expertise in Sales Cloud and Service Cloud.
App Builders
Design, build, and implement custom applications using the declarative customization capabilities of the Force.com platform.
Developers
Customize Salesforce by designing data models, user interfaces, business logic, and building custom applications using Apex and Visualforce.
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Design and implement scalable and maintainable Salesforce solutions that meet key business requirements and maximize user productivity.
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Plan, drive, and execute effective email and social campaigns using the powerful capabilities built into Marketing Cloud.
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Build strategic, data-driven marketing processes with Pardot, using tools like lead scoring, email marketing, and lead generation.
Architects
The credential path for architects now comprises three tiers of certification designed to recognize and promote your architecture skills and specializations: Salesforce Certified Architecture Designers, Salesforce Certified Domain Architects, and Salesforce Certified Technical Architects.
Ready to take your Salesforce Certification exam?
Our exams recognize study, as well as real-world experience. We recommend taking our training classes in preparation for certification, and we offer study guides with sample questions to help you get exam-ready.
Become indispensable by getting Salesforce-certified.
Salesforce Certifications are the best way to demonstrate the impact you make every day, while giving yourself a competitive edge that leads to new opportunities. No matter your role, Salesforce University has a path to certification for you.
Administrators
Manage, configure, and extend the capabilities of the Salesforce platform by leveraging your expertise in Sales Cloud and Service Cloud.
App Builders
Design, build, and implement custom applications using the declarative customization capabilities of the Force.com platform.
Architects
The credential path for architects now comprises three tiers of certification designed to recognize and promote your architecture skills and specializations: Salesforce Certified Architecture Designers, Salesforce Certified Domain Architects, and Salesforce Certified Technical Architects.
Developers
Customize Salesforce by designing data models, user interfaces, business logic, and building custom applications using Apex and Visualforce.
Implementation Experts
Design and implement scalable and maintainable Salesforce solutions that meet key business requirements and maximize user productivity.
Marketers
Plan, drive, and execute effective email and social campaigns using the powerful capabilities built into Marketing Cloud.
Pardot Experts
Build strategic, data-driven marketing processes with Pardot, using tools like lead scoring, email marketing, and lead generation.
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