Real Service-Cloud-Consultant Exam PDF Test Engine Practice Test Questions
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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. SureTorrent 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.
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION 45
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. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Test, Execute, Validate
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: A
NEW QUESTION 46
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 Public Solutions
- B. Enable Article deliveries
- C. Publish Articles to external channels
- D. Assign Article types to the Community
- E. Configure Content Library permission
Answer: A,C,D
NEW QUESTION 47
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?
- A. Use entitlements to define a process and milestones
- B. Use escalation rules
- C. Use case teams to close
Answer: A
NEW QUESTION 48
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Cost per call
- B. Opportunities per channel
- C. Number of leads created
- D. Average queue time per agent
- E. Number of sales queues
Answer: A,B,C
NEW QUESTION 49
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. Number of cases created using portal
- B. Number of cases closed by a self-service user
- C. Number of IVR inquiries without agent involvement
- D. Average call handle time by team
Answer: A,B
NEW QUESTION 50
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. All of the above
- B. If the OWD for sharing cases is Public Read/Write/Transfer
- C. They are higher in the Role Hierarchy than a Queue Member
- D. They are members of that Queue
- E. They have a Contact Manager Profile
Answer: C,D
NEW QUESTION 51
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Increase the number of agents.
- B. Enable templates for written responses.
- C. Improve the agent interface.
- D. Employ surveys to confirm customer satisfaction.
Answer: B,D
NEW QUESTION 52
A customer is planning a Service Cloud implementation. The customer's current database has the following
number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Salesforce reporting speed may be affected
- B. The Salesforce org may be slow during the data import
- C. Related lists on the case object may be slow to populate
- D. Result may be slow when searching for records
Answer: A,D
NEW QUESTION 53
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific publication states to each group.
- B. Assign article managers to publication teams and specific article actions to each team.
- C. Assign article managers to public groups and specific article actions to each group.
- D. Assign article managers to publication teams and specific publication states to each team.
Answer: C
NEW QUESTION 54
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Partial sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Developer Pro sandbox for the DR exercise
Answer: A
NEW QUESTION 55
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. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: A
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. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: A
NEW QUESTION 57
Customer support agents want the ability to view customer related information along with case information on
all cases except product related cases. For product related cases, the agents want to view product information
alongside case information.
How should the console be configured to satisfy this requirement?
- A. Create separate record types and page layouts for product - related and other cases and configure
console components to show customer - or product related information. Assign record type based on
case type - B. Configure both customer information and product related information under console components in the
case page layout. Hide the product related information if the cases are NOT product related. - C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to
choose the console based on case type. - D. Train users to scroll through the case page layout to look for product related information or customer-
related information based on case type
Answer: A
NEW QUESTION 58
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Most Available Routing
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Live Agent Skills-based Routing
- D. Configure Case Assignment Rules
Answer: A
NEW QUESTION 59
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the components to the highlights panel.
- B. Remove these fields from the page layout and add the fields to the highlights panel
- C. Add these fields to the page layout and add the components to the highlights panel
- D. Add the fields to the page layout and add the fields to the highlights panel.
Answer: D
NEW QUESTION 60
Which solution can be used to improve call deflection?
- A. Knowledge base
- B. Case routing
- C. Assignment rules
- D. Web chat
- E. Community forum
Answer: D
NEW QUESTION 61
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can be part of a case team
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can download and view content
Answer: C
NEW QUESTION 62
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 63
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Data Categories with Custom Visibility.
- B. Define Article Types with Public Sharing Settings.
- C. Define a Custom Field to identify the Subject.
- D. Define Topics for each Knowledge article.
Answer: D
NEW QUESTION 64
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 staffing the assigned overflow queues.
- B. Route to agents with the least amount of active assigned work.
- C. Route to agents with the most cases closed for that topic.
- D. Route to agents with the most capacity to take on new work.
Answer: B,D
NEW QUESTION 65
Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known
product bugs logged by the product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)
- A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- B. Use Bulk API to load the product bug data into Salesforce
- C. Create a custom product bug object and import data into Salesforce
- D. Use Web Services API to integrate the external database with Salesforce
Answer: A,D
NEW QUESTION 66
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Number of cases escalated by agent
- D. Number of articles attached to a case
Answer: A,D
NEW QUESTION 67
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Case dashboards
- C. Case custom reports
- D. Case assignment rules
Answer: A,D
NEW QUESTION 68
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to enforce service levels with the time-dependent processes
- B. Ability to determine if a customer has escalated a case in the past
- C. Ability to specify unique service levels for each customer
- D. Ability to prompt callers for the service contract number within IVR menus
Answer: C,D
NEW QUESTION 69
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