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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Interaction Channels 9%
- Implementation Strategies 19%
- Industry Knowledge 22%
- Case Management 11%
- Integration and Data Management 6%
- Knowledge Channels 9%
NEW QUESTION 64
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 Customer Communities with Knowledge.
- B. Implement Customer Communities with Content.
- C. Implement Employee Communities with Content.
- D. Implement Partner Communities with Knowledge.
Answer: A
NEW QUESTION 65
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Add more support phone lines.
- C. Ask sales reps to respond to support Cases.
- D. Limit Customers to 5 Cases per day.
Answer: A
NEW QUESTION 66
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. Configure Macros
- B. Define criteria-based record page components
- C. Enable Keyboard shortcuts
- D. Create multiple Console layouts
Answer: C
NEW QUESTION 67
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?
- A. Log a Data Recovery case with Salesforce Support.
- B. Manually update the corrupt data to correct it.
- C. Use Data Loader to delete the corrupt data.
- D. Restore the data using the available backup.
Answer: A
NEW QUESTION 68
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. 0
- C. 1
- D. You cannot import Assets via Import Wizard
- E. 100,000
Answer: D
NEW QUESTION 69
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. Use Web Services API to integrate the external database with Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Use Bulk API to load the product bug data into Salesforce
- D. Create a custom product bug object and import data into Salesforce
Answer: A,B
NEW QUESTION 70
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 case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a formula field on the case record to calculate percentage of escalated cases
- D. Create a bucket field on a report to calculate the percentage of escalated cases
Answer: B
NEW QUESTION 71
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. Customer Community
- B. Customer Community Plus
- C. High Volume Customer Portal
- D. Lightning External Apps Starter
Answer: A
NEW QUESTION 72
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Interactive Voice Response
- B. Private Branch Exchange
- C. Time and Attendance
- D. Automatic Call Distributor
Answer: A
NEW QUESTION 73
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, contract line items, milestones, and entitlements
- B. Entitlement processes, milestones, milestone actions, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: B
NEW QUESTION 74
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- C. Configure the case list under custom console components so users can view the list view along with the case view
- D. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
Answer: D
NEW QUESTION 75
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case historical trending report type.
- B. Create a report using the case snapshot report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case age report type.
Answer: C
NEW QUESTION 76
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A. Einstein Next Best Action
- B. Service Analytics Predictions
- C. Validation Rules
- D. Einstein Reply Recommendations
Answer: B
NEW QUESTION 77
Milestones can be added to which three Object types? Choose 3 answers
- A. Service
- B. Case
- C. Entitlement
- D. Work Order
- E. Account
Answer: B,C,D
NEW QUESTION 78
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Omni-channel Supervisor
- B. Case Feed
- C. Next Best Actions
- D. Push Notifications
Answer: A
NEW QUESTION 79
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. First call resolution
- C. Average days to close
- D. Average handle time
Answer: A,B
NEW QUESTION 80
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 prompt callers for the service contract number within IVR menus
- B. Ability to specify unique service levels for each customer
- C. Ability to determine if a customer has escalated a case in the past
- D. Ability to enforce service levels with the time-dependent processes
Answer: A,B
NEW QUESTION 81
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of successful keyword searches.
- B. Number of Chatter files attached to cases.
- C. Number of published article views.
- D. Number of content packs attached to cases.
- E. Number of articles associated to cases.
Answer: A,B,E
NEW QUESTION 82
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. Bookmark all the comments related to the issue from SMEs
- D. Follow the SMEs to receive automatic updates when they add case comments
Answer: A
NEW QUESTION 83
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 Developer Pro sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Partial sandbox for the DR exercise
Answer: A
NEW QUESTION 84
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