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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Knowledge Channels 9%
- Interaction Channels 9%
- Integration and Data Management 6%
- Implementation Strategies 19%
- Case Management 11%
NEW QUESTION # 60
A company has a requirement to keep all emails behind their firewall, they have 200 agents.
What should they use?
- A. Web to Case
- B. Email to Case
- C. On Demand Email to Case
- D. Community
Answer: B
NEW QUESTION # 61
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Chatter Answers
- B. Contracts and SLASs
- C. Contacts
- D. Cases
Answer: A,D
Explanation:
Explanation
These are two features that a consultant should recommend to implement a customer community to provide self-service options to its B2C customers. Chatter Answers is a feature that allows customers to post questions, provide answers, and comment on other posts in the community. Chatter Answers can help customers find solutions from other customers or experts without creating a case. Cases is a feature that allows customers to create, view, and manage cases online in the community. Cases can help customers get support from agents when they cannot find answers from other sources. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_chatter_answers_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_cases_overview.htm&type=5
NEW QUESTION # 62
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 articles created by call center agents.
- B. Knowledge articles with the lowest rating.
- C. Number of knowledge articles in each data category.
- D. Knowledge search query with no results.
Answer: B,D
NEW QUESTION # 63
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers
- A. Milestones
- B. Escalation Rule
- C. Workflow Actions
- D. Assignment Rule
Answer: A,B
Explanation:
Explanation
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules
NEW QUESTION # 64
Universal Containers is using the Lightning Service Console for managing cases 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. Enable Live Agent in their community to chat with an agent.
- B. Create a softphone layout and assign to user profiles.
- C. Install an adapter from AppExdiange to work with third-party CTI systems.
- D. Assign the correct Salesforce users to the Call Center.
- E. Assign the Salesforce CTI license to Salesforce users.
Answer: B,C,D
NEW QUESTION # 65
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. Measure difference in CSAT ol cases with and without articles attached.
- B. Track not promoter scores as part of an automated survey after case closure for every cote.
- C. Track the average calls per day, average cases per agent, and average cases per case type.
- D. Benchmark the average cases per agent versus the team average across each case channel
Answer: B
Explanation:
Explanation
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 66
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Service-Level Agreements
- B. Time to Answer
- C. Average Handle Time
- D. First Call Resolution
Answer: C,D
NEW QUESTION # 67
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Configure the Visualforce page to use the Lightning Design System.
- B. Rename the Visualforce page to "Lightning Knowledge"
- C. Remove Apex code references to the ArticleType field.
- D. Remove Apex code references to the Article RecordType field.
Answer: A,B
NEW QUESTION # 68
Universal Containers provides Customer Support for two separate business operations. The cases managed for
each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Page Layouts
- C. Article Types
- D. Omni-Channel
- E. Record Types
Answer: A,D,E
NEW QUESTION # 69
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Most Revised Articles
- B. Search Activity Gaps
- C. Top Articles sorted descending
- D. Most Linked Articles
Answer: C
NEW QUESTION # 70
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
- A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- B. Generate all of the requirements with UC executives and then develop the project schedule.
- C. Finish all of the project requirements at once and deliver a complete solution.
Answer: A
Explanation:
For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.
NEW QUESTION # 71
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Sites
- B. Service Cloud portal (Customer Community)
- C. Partner portal
- D. Enterprise admin
Answer: A
NEW QUESTION # 72
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable agents to create their own personal articles.
- B. Enable article submission during case close.
- C. Create an email template to send articles as PDF attachments.
- D. Enable suggested articles on new cases.
- E. Enable article customization for open cases.
Answer: B,C,D
NEW QUESTION # 73
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product; assign data categories to service agents.
- B. Create an article action for each record type; assign record types to service agents.
- C. Create a page layout for each record type; assign layouts to service agents.
- D. Create a permission set for each record type; assign permissions to service agents.
Answer: A
Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
NEW QUESTION # 74
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Visibility and access to the RMA and FSR records
- B. Relationship to the primary contact
- C. Average incoming case volume
- D. RMA and FSR escalation requirements
- E. Case closure rules on the original case
Answer: A,D,E
NEW QUESTION # 75
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Answer: C,D
NEW QUESTION # 76
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. Create a Visualforce page that retrieves payment information via a Web Service call-out
- B. Create a custom tab of type URL that displays a search page from the billing system
- C. Import payment data into Salesforce and add to the contact page layout related list
- D. Create a custom web service to handle invoice inserts and updates from the billing system
Answer: A
NEW QUESTION # 77
Which advantage does Salesforce provide with the OpenCTI framework?
- A. Developers can integrate with any telephony platform available with minimal need for customization.
- B. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
Answer: C
Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.
NEW QUESTION # 78
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
- A. Knowledge articles suggested by Einstein
- B. Upcoming Milestones for the Case's Entitlement
- C. Internal Chatter posts about the Case
Answer: A
Explanation:
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.
NEW QUESTION # 79
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?
- A. Use skills-based routing in Salesforce Messaging.
- B. Use Einstein Chat Insight to identify areas to improve.
- C. Use Omni-Channel Supervisor to monitor agents' chat sessions.
- D. Use an Einstein Bots Chat to handle common issues.
Answer: B
Explanation:
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_setup.htm&type=5
NEW QUESTION # 80
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. Mass email
- B. Communities
- C. Public groups
- D. Salesforce Chat
Answer: B,D
NEW QUESTION # 81
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Lightning Console
- B. Salesforce Mobile App
- C. Employee Community
- D. Field Service Lightning
Answer: D
Explanation:
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_basics.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5
NEW QUESTION # 82
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