Salesforce Service-Cloud-Consultant Certification All-in-One Exam Guide Oct-2022
Get Real Service-Cloud-Consultant Exam Dumps [Oct-2022] Practice Tests
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
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NEW QUESTION 34
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance
- A. Java Language Specific Toolkit
- B. Bulk Data Transfer API
- C. Cloud-to-Cloud Integration Toolkit
- D. Data Integration via SOAP API
Answer: B
NEW QUESTION 35
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact
center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team
- B. Number of cases created using portal
- C. Number of IVR inquiries without agent involvement
- D. Number of cases closed by a self-service user
Answer: B,D
NEW QUESTION 36
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Enable Chatter case feed and add product development team members to the case team.
- B. Build a repository of Knowledge articles related to integration and share it with the customer.
- C. Create a private Chatter group with customers and invite key individuals to join the group.
- D. Create a related child case and assign the child case to the product development team.
Answer: C
NEW QUESTION 37
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Time and Attendance
- B. Private Branch Exchange
- C. Interactive Voice Response
- D. Automatic Call Distributor
Answer: C
NEW QUESTION 38
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
- A. Attachments and .html files in Classic Knowledge are moved to the Files object.
- B. Approval process history migrate to Lightning Knowledge.
- C. Article numbers change during migration.
- D. Visualforce pages refer to Classic article types.
- E. Each article must be associated to a record type.
Answer: A,B,E
NEW QUESTION 39
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
Answer: D
NEW QUESTION 40
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use a new customer Path on Contact to capture details.
- B. Use Open CTI with Pop to flow to capture details.
- C. Use a global quick action to capture details.
- D. Use an auto-launched flow to capture details.
Answer: D
NEW QUESTION 41
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Integrate with an enterprise resource planning system.
- B. Configure Visual Flows on Salesforce mobile.
- C. Develop and publish a knowledge management system
- D. Implement Field Service Lightning.
Answer: A
NEW QUESTION 42
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Case queues
- B. Contact Request flow
- C. Direct Messaging
- D. Lightning Component
Answer: A
NEW QUESTION 43
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed
cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Test, Execute, Validate
- B. Plan, Prepare, Test, Execute, Validate
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Validate, Execute, Test
Answer: D
NEW QUESTION 44
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification of the production migration checklist
- C. Verification that sample data has been loaded
- D. Approval of test scripts from the business lead
Answer: C,D
NEW QUESTION 45
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average handle time
- B. First call resolution
- C. Average days to close
- D. Abandon rate
Answer: B,D
NEW QUESTION 46
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: A,C
NEW QUESTION 47
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
- A. Offer supports through Facebook and twitter.
- B. Enable templates for written responses.
- C. Streamline the agent interface.
- D. Implement team productivity dashboards.
Answer: B,C
NEW QUESTION 48
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a permission with access to the service console app
- B. Assign users a sharing rule with access to the service console app
- C. Assign users a profile with access to the service console app
- D. Assign user to public group with access to the service console app
Answer: A,C
NEW QUESTION 49
Universal Containers wants to implement a new web presence to support its customers. It has provided the
following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Knowledge.
- B. Implement Employee Communities with Content.
- C. Implement Partner Communities with Knowledge.
- D. Implement Customer Communities with Content.
Answer: A
NEW QUESTION 50
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. Mobile Connect
- B. Field Service
- C. Contact Request
- D. omni Channel
Answer: B
NEW QUESTION 51
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. Increase the Call-to-Order ratio
- C. Useintegrated voice response
- D. Bypass entitlement verification
Answer: A,C
NEW QUESTION 52
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of content packs attached to cases.
- B. Number of published article views.
- C. Number of successful keyword searches.
- D. Number of Chatter files attached to cases.
- E. Number of articles associated to cases.
Answer: C,D,E
NEW QUESTION 53
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. Remove Apex code references to the ArticleType field.
- B. Configure the Visualforce page to use the Lightning Design System.
- C. Remove Apex code references to the Article RecordType field.
- D. Rename the Visualforce page to "Lightning Knowledge"
Answer: B,D
NEW QUESTION 54
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs with Case Subtabs
- B. Account tabs and Cases tab
- C. Account tab with Cases related list
- D. Case tabs with Account subtabs
Answer: C
NEW QUESTION 55
What are two benefits of deploying Knowledge in Customer Communities?
- A. Replaces the need for an email channel
- B. Uncovers gap in the knowledge base
- C. Reduces incoming call volume
- D. Eliminates tracking of customer entitlements
Answer: A,C
NEW QUESTION 56
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Create an API integration between Salesforce and the telephony system.
- C. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: C
NEW QUESTION 57
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On a new tab in the agent's browser
- C. On the footer of the Lightning Console
- D. On the left sidebar of Salesforce Classic
Answer: C,D
NEW QUESTION 58
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