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Service-Cloud-Consultant exam torrent Salesforce study guide
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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.
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Salesforce Service-Cloud-Consultant Exam Reference
NEW QUESTION 78
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Route to agents staffing the assigned overflow queues.
- D. Route to agents with the least amount of active assigned work.
Answer: A,D
NEW QUESTION 79
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Routeto agents staffing the assigned overflow queues.
- D. Route to agents with the least amount of active assigned work.
Answer: A,D
NEW QUESTION 80
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Mix telephony interactions with email and chat
- B. Extend benefits to part-time agents
- C. Allow shift trading between agents
- D. Provide additional training on tools and process
Answer: B,C
NEW QUESTION 81
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Enable article deliveries
- B. Assign article types to the communities
- C. Enable public solutions.
- D. Publish articles to external channels
- E. Configure content library permissions
Answer: B,C,D
NEW QUESTION 82
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Field Service Lightning
- B. Service Cloud SOS
- C. Salesforce Knowledgebase
- D. Chatter Groups
Answer: A,B
NEW QUESTION 83
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
Answer: C
NEW QUESTION 84
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 have access to the Live Agent chat buttons.
- B. Verify that users are assigned the Live Agent user profile.
- C. Verify that users are assigned the Live Agent feature license.
- D. Verify that users have access to the Live Agent public group.
Answer: B
NEW QUESTION 85
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
- A. Create a report using the Case Snapshot report type.
- B. Create a report using the Case Historical Trending report type.
- C. Create a report using the Case Age report type.
- D. Create a report using the Case Lifecycle report type.
Answer: D
NEW QUESTION 86
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: A
NEW QUESTION 87
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION 88
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION 89
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Actions
- B. Data Categories and Article Types
- C. Service Console Profile Assignments
- D. Service Console Knowledge Components
Answer: B,D
NEW QUESTION 90
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Configure IVR auto response
- B. Deploy Call Center Directory
- C. Install CTI adapter using open CTI
- D. Configure call center definition
- E. Assign users to a call center
Answer: C,D,E
NEW QUESTION 91
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. Omni-Channel Supervisor tab
- D. Cases report sorted by Rep and Case CreatedDate
Answer: C
NEW QUESTION 92
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up insert Article into Social post and enable the customer community portal.
- C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- D. Create a Chatter group and invite the customer to join with an external chatter user.
Answer: B
NEW QUESTION 93
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Omni-Channel
- B. Quick Text
- C. Publisher Actions
- D. Macros
- E. Chatter
Answer: B,C,D
NEW QUESTION 94
What are two benefits of deploying Knowledge in Customer Communities?
- A. Reduces incoming call volume
- B. Uncovers gap in the knowledge base
- C. Replaces the need for an email channel
- D. Eliminates tracking of customer entitlements
Answer: A,C
NEW QUESTION 95
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Send out a monthly survey to customers requesting feedback.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: A
NEW QUESTION 96
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