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A fully updated 2022 Service-Cloud-Consultant Exam Dumps exam guide from training expert ActualTestsIT
Who should take the Service-Cloud-Consultant exam
The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
How to study the Service-Cloud-Consultant Exam
There are two main types of resources for preparation of certification exams first there are the study guides and the books that are detailed and suitable for building knowledge from ground up then there are video tutorial and lectures that can somehow ease the pain of through study and are comparatively less boring for some candidates yet these demand time and concentration from the learner. Smart Candidates who want to build a solid foundation in all exam topics and related technologies usually combine video lectures with study guides to reap the benefits of both but there is one crucial preparation tool as often overlooked by most candidates the practice exams. Practice exams are built to make students comfortable with the real exam environment. Statistics have shown that most students fail not due to that preparation but due to exam anxiety the fear of the unknown. ActualTestsIT expert team recommends you to prepare some notes on these topics along with it don’t forget to practice Salesforce Service-Cloud-Consultant dumps which been written by our expert team, Both these will help you a lot to clear this exam with good marks.
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
NEW QUESTION 89
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. First call resolution
- B. Average handle time
- C. Service level agreement
- D. Customer satisfaction survey
Answer: A,D
NEW QUESTION 90
Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of article votes
- B. Number of approved articles
- C. Number of archived articles
- D. Number of customer ratings
Answer: A
NEW QUESTION 91
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for
different telephony systems? (Choose 2)
- A. It is an intermediary between a telephony system and a Salesforce CRM call center user
- B. It utilizes the SoftPhone capability from within the Salesforce application
- C. It allows voicemails to be captured and stored as attachments on cases
- D. It is a server based software program that controls the behavior of a Salesforce SoftPhone
Answer: A,B
NEW QUESTION 92
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
Answer: B
NEW QUESTION 93
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents manually create Users when Community access is requested by Customers.
- B. Have agents provide Customers with Community registration instructions when working a case.
- C. Identify active Customers and send them registration instructions via email.
- D. Send email notifications to all Customers to join the Community.
Answer: B,C
NEW QUESTION 94
What process is a use case for Visual workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Field validation during case creation
- C. Decision-based troubleshooting for representatives
- D. Assignment of email to a case queue based on subject
- E. Cross-self promotions for representatives
Answer: A,B,C
NEW QUESTION 95
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?
- A. Modify the user interface settings for the case survey sidebar
- B. Utilize an AppExchange package to handle customer surveys
- C. Enable the case survey object for the customer portal
- D. Create a validation rule for case survey email templates
Answer: B
NEW QUESTION 96
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the
Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Multiple Monitors Components
- B. Collapsible Sidebar Components
- C. Configure Macros
- D. Console Keyboard Shortcuts
Answer: C
NEW QUESTION 97
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements
listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate agents to Force.com Connect Offline during deployment
- B. Deploy in phases using countries as pilots
- C. Migrate case data and deploy to all users at office
- D. Deploy based on the number of trainers available
Answer: B
NEW QUESTION 98
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 99
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Enable Omni-Channel Case assignment
- B. Configure a Visual Flow Troubleshooting Action
- C. Define separate Record Types for Tier 1 and Tier 2
- D. Implement Lightning Guided Engagement
Answer: B,D
NEW QUESTION 100
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Remove filter criteria from the views
- C. Reduce the number of fields displayed
- D. Filter the views by case owner
Answer: C,D
NEW QUESTION 101
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Answer: C,D
NEW QUESTION 102
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Criteria for plan activation
- B. Recovery point objective
- C. Open access to systems
- D. Site consolidation
Answer: A
NEW QUESTION 103
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. Bookmark all the comments related to the issue from SMEs
- B. @mention the SMEs on the case Chatter feed and follow the case
- C. Use hashtag (#) to track the customer case and SMEs comments
- D. Follow the SMEs to receive automatic updates when they add case comments
Answer: B
NEW QUESTION 104
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Time-based Workflow Rules
- B. Scheduled Reports
- C. Process Builder Scheduled Actions
- D. Milestone Actions
Answer: B
NEW QUESTION 105
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