(2023) Service-Cloud-Consultant Dumps and Practice Test (152 Questions)
Guide (New 2023) Actual Salesforce Service-Cloud-Consultant Exam Questions
NEW QUESTION 17
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Mass Transfer Records, change sets, and Force.com migration tool
- C. Force.com migration tool, Force.com IDE, and change sets
- D. Visual Workflow, data loader, and Force.com IDE
Answer: C
NEW QUESTION 18
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. Set up the article actions and assign publishers to each action
- B. Set the publication status of the article tame to draft status
- C. Set up a zip file that contains the CSV, HTML, and image files.
- D. Create the data categories and set up the data category values.
- E. Create the custom fields for the slide type
Answer: A,C,D
NEW QUESTION 19
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.
- A. Number of outbound calls per day
- B. Number of attempts to contact
- C. Number of lead referrals
- D. Number of closed cases
Answer: A,B
NEW QUESTION 20
A contact center manager wants to measure improvements to operations after the implementation of a new
workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2
answers
- A. Agent utilization
- B. Number of calls offered
- C. Schedule adherence
- D. Quality monitoring score
Answer: A,C
NEW QUESTION 21
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A. Assign users to Omni channel permissions.
- B. Contact salesforce to have Omni channel enabled.
- C. Assign users to the Omni channel feature license.
- D. Enable Omni channel in setup.
Answer: D
NEW QUESTION 22
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lighining Row Component
- B. Path for Cases
- C. Lightning Guided Engagement
- D. Service Console Macros
Answer: C
NEW QUESTION 23
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Create a central "Contact Us" page which provides access to all available channels.
- B. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Answer: A,B,D
NEW QUESTION 24
Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
sidebar. - B. Configure the agent console and display the articles, case view, and external system custom object
- C. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- D. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
Answer: A
NEW QUESTION 25
UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Mass Transfer Records, change sets, and Force.com migration tool
- C. Force.com migration tool, Force.com IDE, and change sets
- D. Visual Workflow, data loader, and Force.com IDE
Answer: C
NEW QUESTION 26
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Build a Summary report on Products and Activities.
- B. Create a Custom Report type with activities as the primary object.
- C. Set up a reporting snapshot of the case, contact and activity objects.
- D. Customize the My Teams Calls this week standard report.
Answer: D
NEW QUESTION 27
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. If the OWD for sharing cases is Public Read/Write/Transfer
- B. They are higher in the Role Hierarchy than a Queue Member
- C. All of the above
- D. They have a Contact Manager Profile
- E. They are members of that Queue
Answer: B,E
NEW QUESTION 28
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Grant Authors access to the FaQ record type
- B. Add Authors to the FaQ Data Category.
- C. Grant Authors access to the FAQ article type.
- D. Set article Org Wide Default to Public ReadWrite.
Answer: A
NEW QUESTION 29
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Align agent performance goals with KPIs
- B. Hire additional support agents
- C. Train support agents
- D. Reduce the cost per call
Answer: A,C
NEW QUESTION 30
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and
needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Accepts email attachments larger than 10 MB
- B. Accepts attachments from emails
- C. Handles more the 10,000 emails a day
- D. Requires the use of Transport Layout Security (TLS)
Answer: A
NEW QUESTION 31
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. While holding for a support agent
- B. On-demand email to case
- C. An email to case inquiry
- D. Web-to-case question
Answer: C
NEW QUESTION 32
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Create a Case Macro
- B. Define case escalation rules
- C. Activate a validation rule
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION 33
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. The Macros widget or utility must be added to the console.
- C. The Run Macros Action must be on the page layout.
- D. Publisher Actions used in the macros must be on the page layout.
- E. Users must use Lightning Experience.
Answer: A,D,E
NEW QUESTION 34
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Change the org-wide default for cases and contacts internal access to private.
- B. Create a sharing rule to share the contact record with the community member.
- C. Update the case assignment rule to add the community member to the predefined case team.
- D. Set up a sharing set to grant access based on the community member's contact record.
Answer: D
NEW QUESTION 35
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