Free Dec-2024 Service-Cloud-Consultant Dumps are Available for Instant Access

View All Service-Cloud-Consultant Actual Exam Questions Answers and Explanations for Free

NEW QUESTION # 44
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

• A. Use Most Cases Closed report.
• B. Use the agents' Presence Status.
• C. Use the most available routing model.

Answer: C

Explanation:
To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.

NEW QUESTION # 45
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

• A. Report Subscriptions by call center
• B. Case report grouped by call center
• C. Reporting Snapshots by call center
• D. DynamicDahsbaord by Call Center

Answer: C

Explanation:
Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm&type=5

NEW QUESTION # 46
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

• A. Create a page layout for each record type; assign layouts to service agents.
• B. Create a permission set for each record type; assign permissions to service agents.
• C. Create a data category for each product; assign data categories to service agents.
• D. Create an article action for each record type; assign record types to service agents.

Answer: C

NEW QUESTION # 47
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

• A. Configure a chat validation rule
• B. ConfigureLightningGuided Engagement
• C. Customize the lightning console chat page
• D. Customize the pre chat form

Answer: D

NEW QUESTION # 48
Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used.
How can a consultant address this concern?

• A. Improve Validation Rule messages.
• B. Configure Path for Cases.
• C. Implement record types and page layouts.
• D. Use Einstein Next Best Action.

Answer: B

Explanation:
When service agents are overwhelmed by the abundance of buttons and components on the Case layout, configuring Path for Cases offers a streamlined and guided approach to case management. The Path feature highlights key stages and the necessary steps at each stage, helping agents focus on the most relevant actions and information. This reduces confusion and improves the user experience, making it easier for agents to remember and utilize the features that are most important for case resolution.

NEW QUESTION # 49
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

• A. Identify the requirements needed for initial GoLive.
• B. Prioritize the requirements based on who submitted them.
• C. Organize the requirements from largest to smallest.
• D. Provide a timeline that addresses all the requirements.

Answer: A

Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices

NEW QUESTION # 50
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

• A. Both Service Reps can chat with the customer
• B. The chat transcripts and case are transferred
• C. The Customer doesn't know they were transferred
• D. The Customer is shown the new Rep's name

Answer: B,D

Explanation:
Explanation
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats

NEW QUESTION # 51
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

• A. Create a dynamic action that launches the ERP system with a deep link to the order locator.
• B. Use Salesforce Connect and External Objects to represent this information in Salesforce.
• C. Create a batch integration process that runs hourly to pull all order updates into Salesforce.

Answer: B

Explanation:
Salesforce Connect with External Objects is the optimal solution for integrating Cloud Kicks' Salesforce environment with the ERP system. This approach allows real-time access to order information directly within Salesforce, without storing the data in Salesforce, thereby streamlining the process for service agents and improving their efficiency in handling customer requests for order updates.

NEW QUESTION # 52
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. Macros
• B. Chatter
• C. Omni-Channel
• D. Publisher Actions
• E. Quick Text

Answer: A,D,E

NEW QUESTION # 53
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

• A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
• B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• C. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
• D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

Answer: A

NEW QUESTION # 54
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

• A. Last modified date and frequent search terms
• B. Last modified date and number of recent article views
• C. Original creation date and average rating of articles
• D. Original creation date and total number of article views

Answer: B

NEW QUESTION # 55
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

• A. Select Flag as new version' checkbox when publishing.
• B. Enable Knowledge User for Service Agents.
• C. Use Smart Link to Article to select the prior version.
• D. Use the Clone option to create a new article.

Answer: C

NEW QUESTION # 56
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 CreatedDate
• C. Omni-Channel Supervisor tab
• D. Cases report sorted by Rep and Case Owner

Answer: C

NEW QUESTION # 57
Which two configuration steps are required before quick actions can be used in Macros?

• A. The specific quick action must be added to the case record Type.
• B. The specific quick action must beadded to the case Feed.
• C. Global Actions needs on the publisher layout.
• D. Quick Actions must be enabled in the org.

Answer: B,D

NEW QUESTION # 58
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

• A. Entitlement process
• B. Service Contracts
• C. Salesforce Survey

Answer: A

Explanation:
To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.

NEW QUESTION # 59
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

• A. Create a Dashboard for each Case Team.
• B. Create a Dashboard for each Region.
• C. Create a single Dashboard with a Region filter.
• D. Create a single Dashboard with a Case Team filter.

Answer: C

NEW QUESTION # 60
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?

• A. Create an autolaunched Flow.
• B. Update the Approval Process to Auto-launch.
• C. Create a Lightning Web Component action for Approval Process.

Answer: A

Explanation:
An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the submission for approval based on specific criteria, such as article type or category. This method ensures that articles requiring approval are automatically sent through the approval process, reducing the reliance on agents to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with Knowledge-Centered Support (KCS) practices and organizational requirements.

NEW QUESTION # 61
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

• A. Macros
• B. Email Temp ates
• C. Quick Text
• D. Global Quick Action

Answer: B,C

NEW QUESTION # 62
Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

• A. Configure Case Assignment rule and Omni-Channel Supervisor.
• B. Configure Omni-Channel Skills-Based Routing.
• C. Configure Omni-Channel Queve-Based Routing.

Answer: B

Explanation:
For Universal Containers to efficiently route cases based on language proficiency and subject matter expertise, Skills-Based Routing in Omni-Channel is the optimal solution. This configuration allows administrators to define specific skills, such as language proficiency or technical knowledge, and assign them to agents. Cases can then be automatically routed to agents who possess the required skills to address the customer's needs, ensuring effective communication and resolution.

NEW QUESTION # 63
......

Salesforce Certified Service Cloud Consultant exam is a comprehensive test that covers a range of topics related to Salesforce Service Cloud. Service-Cloud-Consultant exam is made up of 60 multiple-choice questions that must be completed within 105 minutes. Candidates must score at least 67% to pass the exam. Service-Cloud-Consultant exam is designed to assess the candidate’s ability to implement and manage Service Cloud solutions, including case management, contact center management, and knowledge management.

Salesforce Service-Cloud-Consultant certification exam is suitable for professionals who work as Service Cloud consultants, Service Cloud administrators, Service Cloud developers, or any other role that involves working with Service Cloud solutions. Salesforce Certified Service cloud consultant certification is also ideal for those who want to enhance their skills and knowledge in Service Cloud and customer service processes.

 

The Most In-Demand Service-Cloud-Consultant Pass Guaranteed Quiz : https://testking.braindumpsit.com/Service-Cloud-Consultant-latest-dumps.html