Try 100% Updated Service-Cloud-Consultant Exam Questions [2022]
Pass Service-Cloud-Consultant Exam - Real Questions & Answers
NEW QUESTION 173
Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?
- A. Telephony
- B. Order Fulfillment
- C. Marketing
- D. Enterprise Resource Planning (ERP)
Answer: B
NEW QUESTION 174
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Article deliveries
- B. Enable Public Solutions
- C. Publish Articles to external channels
- D. Assign Article types to the Community
- E. Configure Content Library permission
Answer: B,C,D
NEW QUESTION 175
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they
are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Assign a user to manually manage incoming email
- B. Convert to an On-Demand Email-to-Case setup
- C. Use Omni-Channel to automatically route inbound email
- D. Insert a reference Thread ID in the email subject template
Answer: D
NEW QUESTION 176
Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Article deliveries
- B. Enable Public Solutions
- C. Publish Articles to external channels
- D. Assign Article types to the Community
- E. Configure Content Library permission
Answer: B,C,D
NEW QUESTION 177
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the
consultant do to overcome this? choose 2 options
- A. Use auto response rule to send an email
- B. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Supervisors to investigate those cases
Answer: B,D
NEW QUESTION 178
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Create the data categories and set up the data category values.
- B. Set up the article actions and assign publishers to each action
- C. Create the custom fields for the slide type
- D. Set the publication status of the article tame to draft status
- E. Set up a zip file that contains the CSV, HTML, and image files.
Answer: A,B,E
NEW QUESTION 179
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 Employee Communities with Content.
- B. Implement Partner Communities with Knowledge.
- C. Implement Customer Communities with Content.
- D. Implement Customer Communities with Knowledge.
Answer: D
NEW QUESTION 180
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Macros widget or utility must be added to the console.
- B. The Run Macros Action must be on the page layout.
- C. The Run Macros Permission must be granted to users.
- D. Publisher Actions used in the macros must be on the page layout.
- E. Users must use Lightning Experience.
Answer: C,D,E
NEW QUESTION 181
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create a bucket field on a report to calculate the percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
Answer: C
NEW QUESTION 182
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Support Processes
- B. Approval Processes
- C. Support Types
- D. Record Types
Answer: A,D
NEW QUESTION 183
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users the Service User license on their User record.
- B. Assign users to a Permission Set granting the Service User license.
- C. Assign users to a Public Group with access to the service console app.
- D. Assign users to a Permission Set with access to the service console app.
Answer: A,D
NEW QUESTION 184
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.
- A. Create a report that display the # of articles searched during the past 2 months
- B. Report that displays # of new articles created during the past 2 months
- C. Report that displays # of cases with articles attached during the past 2 months
- D. Report displays # of articles associated to data categories during past 2 months
Answer: A,C
NEW QUESTION 185
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service
Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Full Sandbox
- B. Developer Pro Sandbox
- C. Administrator Sandbox
- D. Partial Copy Sandbox
Answer: A,B,D
NEW QUESTION 186
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Email to case
- C. Web to case
- D. Webself service
Answer: D
NEW QUESTION 187
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telemarketing center
- B. Telesales center
- C. Information Technology (IT) help desk
- D. Human Resources (HR) help desk
Answer: C
NEW QUESTION 188
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Validation rules
- B. Auto-response rules
- C. Workflow rules
- D. Assignment rules
Answer: C
NEW QUESTION 189
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use a workflow rule to send an email to the product manager
- B. Use an assignment rule to assign new cases to the product manager
- C. Use an escalation rule to move cases into the product manager queue
- D. Use Chatter case feed and case teams to monitor cases
Answer: A
NEW QUESTION 190
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can
request future credit by providing kit usage information by patient. The regional processing teams review these
requests and award coupons for approved cases. What should a consultant recommend to manage this process
using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Enable the self-service portal to generate logins for the hospital staff by region.
- C. Use cases to track the credit requests and route than to regional teams using assignment rules
- D. Design a custom object to track credit requests and route them regionally using assignment rules
Answer: C
NEW QUESTION 191
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Reportthat displays # of cases with articles attached during the past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report displays # of articles associated to data categories during past 2 months
Answer: A,B
NEW QUESTION 192
......
Service-Cloud-Consultant Exam Questions Get Updated [2022] with Correct Answers: https://www.suretorrent.com/Service-Cloud-Consultant-exam-guide-torrent.html
Free Salesforce Service-Cloud-Consultant Test Practice Test Questions Exam Dumps: https://drive.google.com/open?id=1_lj1-HORCkeyd4SPsqI1Q2DECD9tcafy