Exam Questions and Answers for Service-Cloud-Consultant Study Guide Questions and Answers!
Salesforce Certified Service cloud consultant Certification Sample Questions and Practice Exam
NEW QUESTION 116
Which solution should a consultant recommend?
- A. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- B. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar setting in the case support settings.
- D. Enable the knowledge sidebar related list on the case page layout.
- E. Create a visualforce page called knowledge sidebar on the case page layout.
Answer: B
NEW QUESTION 117
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Employee Community
- B. Sites
- C. Customer Community
- D. Partner Community
Answer: C
NEW QUESTION 118
Auto Response rules work on which objects?
- A. Accounts and Cases
- B. Accounts and Opportunity
- C. Leads and accounts
- D. Leads and Cases
Answer: D
NEW QUESTION 119
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Waterfall
- B. Agile
- C. Kanban
- D. Force.com IDE
Answer: B
NEW QUESTION 120
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. First call resolution
- C. Average handle time
- D. Service level agreement
Answer: A,B
NEW QUESTION 121
A company has a requirement to keep all emails behind their firewall, they have 200 agents.
What should they use?
- A. Community
- B. Email to Case
- C. On Demand Email to Case
- D. Web to Case
Answer: B
NEW QUESTION 122
What are two benefits of deploying Knowledge in Customer Communities?
- A. Reduces incoming call volume
- B. Eliminates tracking of customer entitlements
- C. Uncovers gap in the knowledge base
- D. Replaces the need for an email channel
Answer: A,D
NEW QUESTION 123
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. Create a softphone layout and assign to user profiles.
- B. Assign the correct Salesforce users to the Call Center.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Install an adapter from AppExdiange to work with third-party on systems.
- E. Enable Live Agent in their community to chat with an agent.
Answer: A,B,D
NEW QUESTION 124
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Hire a certified developer to write an apex trigger that creates each new activity.
- B. Add an object-specific custom quick action to create new activities.
- C. Provide a macro that will automatically create the activities when executed.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: C
NEW QUESTION 125
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Automatic Call Distribution
- C. Customer Community
- D. Service Cloud Console
Answer: A,C
NEW QUESTION 126
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove unnecessary columns from the reports.
- C. Remove formula fields from filter criteria.
- D. Remove dashboards based on long-running reports.
Answer: C
NEW QUESTION 127
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- B. Use Web Services API to integrate the external database with Salesforce
- C. Use Bulk API to load the product bug data into Salesforce
- D. Create a custom product bug object and import data into Salesforce
Answer: A,B
NEW QUESTION 128
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?
- A. The Social Feed
- B. A Custom Component
- C. The Case Feed
- D. A Twitter Macro
Answer: C
NEW QUESTION 129
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Implement an adapter using the Telephony API.
- B. Move to a cloud -based telephony system.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Implement an adapter built on Open CTI.
Answer: D
NEW QUESTION 130
The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case age report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case snapshot report type
- D. Create a report using the Case historical trending report type
Answer: B
NEW QUESTION 131
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
- A. Salesforce Console for Service
- B. Visualforce custom page
- C. Auto launch flow
- D. Process Builder
Answer: A
NEW QUESTION 132
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 a Custom Field to identify the Subject.
- C. Define Topics for each Knowledge article.
- D. Define Data Categories with Custom Visibility.
Answer: C
NEW QUESTION 133
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Visibility into service entitlements
- B. Mobile access to case information
- C. Chatter groups for customer
- D. Predictive dialer for outbound calls
Answer: A,B
NEW QUESTION 134
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. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app m developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. 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.
Answer: B
NEW QUESTION 135
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Live Agent
- C. Omni Channel
- D. Case Assignment Rules
Answer: C
NEW QUESTION 136
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. Keyboard Shortcuts
- B. Multi -monitor support
- C. Case hover
- D. Quick Text
- E. Dynamic list updates
Answer: A,B,E
NEW QUESTION 137
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the Live Agent feature license.
- B. verify that users have access to the Live Agent chat buttons.
- C. Verify that users have access to the Live Agent public group.
- D. Verify that users are assigned the Live Agent user profile.
Answer: D
NEW QUESTION 138
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Contract details related to the entitlement
- B. Articles appearing in the Knowledge sidebar
- C. Products and assets associated to the case
- D. Knowledge articles attached to the case
Answer: D
NEW QUESTION 139
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)
- A. Case volume by channel.
- B. Cases created by type.
- C. Open cases by reason.
- D. Average case stage duration.
Answer: D
NEW QUESTION 140
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