2024 Latest Service-Cloud-Consultant dumps Exam Material with 199 Questions
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NEW QUESTION # 109
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A knowledge management system
- B. A workforce management system
- C. A third -party mobile application platform
- D. An enterprise resource planning system
Answer: D
NEW QUESTION # 110
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. Create a dashboard to track and manage call volumes by type.
- B. Configure Omni-channel to assign cases directly to Tier 2.
- C. Configure IVR routing to bypass Tier 1 for the product line.
- D. Create Knowledge Articles and publish internally and publicly.
Answer: D
NEW QUESTION # 111
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Create a related child case and assign the child case to the product development team.
- B. Build a repository of Knowledge articles related to integration and share it with the customer.
- C. Enable Chatter case feed and add product development team members to the case team.
- D. Create a private Chatter group with customers and invite key individuals to join the group.
Answer: D
NEW QUESTION # 112
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Enable Suggested Articles.
- B. Create Synonym Groups.
- C. Add Data Category Groups.
- D. Create Article Translation.
Answer: A
Explanation:
Explanation
Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview
NEW QUESTION # 113
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a recordActivity Feed list
- C. On a record Highlights Panel
- D. On a utility bar of the Lightning App
Answer: B
NEW QUESTION # 114
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Macros
- B. Lightning Utility Bar
- C. Service Console
- D. Quick Text
Answer: A
NEW QUESTION # 115
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Set the final approval action to "Lock the record for editing".
- B. Agents must click Publish after the Approval Process.
- C. Approve articles from the Knowledge approval page to Publish.
- D. The Approval Process will automatically Publish.
Answer: B
NEW QUESTION # 116
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Salesforce Console for Service
- C. Auto launch flow
- D. Visualforce custom page Questions & Answers PDF Page 6
Answer: B
NEW QUESTION # 117
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. URL formats for articles drffer between Classic and Lightning Knowledge.
- B. Only Published articles are available in the API.
- C. After the migration, an integration process that manages the articles' lifecyde by archiving and
- D. The Amde Type field is no longer accessible via SOQi or the API.
- E. Users must have Modify AM permission to delete archived articles.
Answer: A,B
NEW QUESTION # 118
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Customer Community
- C. Lightning External Apps Starter
- D. Customer Community Plus
Answer: B
NEW QUESTION # 119
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 Run Macros Permission must be granted to users.
- B. Users must use Lightning Experience.
- C. Publisher Actions used in the macros must be on the page layout.
- D. The Run Macros Action must be on the page layout.
- E. The Macros widget or utility must be added to the console.
Answer: A,B,C
NEW QUESTION # 120
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Average call handle time by team.
- C. Number of cases created using Communities by month.
- D. Number of Knowledge articles created each month.
Answer: A,C
Explanation:
Explanation
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]
NEW QUESTION # 121
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter where Closed Date equals Created Date
- B. Filter on Status equals Ctosea Resolved
- C. Filter where Dete/Time Opened equals Created Date
- D. Filter or Cosed When Created equals true
Answer: D
Explanation:
Explanation
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
NEW QUESTION # 122
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain
performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Optimize queries to reduce the scope of Cases included with each search.
- B. Create a data retention plan that archives or purges Cases at regular intervals.
- C. Write an Apex trigger that deletes one case each time a new case is created.
- D. Ask contact center managers to review data each quarter to possibly delete.
Answer: A,B
NEW QUESTION # 123
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers
- A. Restrict the Manage Articles user permission
- B. Enable and configure wildcards for article searches
- C. Require that an article be added when closing a case
- D. Set up an intuitive Data Category hierarchy
Answer: B,C
NEW QUESTION # 124
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To use speech recognition to direct calls
- C. To report the caller's background information
- D. To mate calls to different agents
Answer: A
NEW QUESTION # 125
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- B. Plan and communicate the deployment to all users of the organization in advance.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Migrate a test deployment to a staging environment for a smoother real-life experience.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
Answer: B,C,D
NEW QUESTION # 126
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?
- A. Cases
- B. Milestones
- C. Service contracts
- D. Assets
Answer: C
NEW QUESTION # 127
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. Quick Text
- C. Omni-Channel
- D. Publisher Actions
- E. Chatter
Answer: A,B,D
NEW QUESTION # 128
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Create multiple Console layouts
- B. Enable Keyboard shortcuts
- C. Define criteria-based record page components
- D. Configure Macros
Answer: B
NEW QUESTION # 129
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