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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
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NEW QUESTION 170
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Field Service
- B. Contact Request
- C. Mobile Connect
- D. omni Channel
Answer: A
NEW QUESTION 171
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet
this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Leverage Live Agent for web-based chat.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Knowledge on a portal.
Answer: B,D
NEW QUESTION 172
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 173
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Create auto response templates for emails.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Knowledge in a Service Cloud portal.
Answer: B,D
NEW QUESTION 174
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
- A. Offer supports through Facebook and twitter.
- B. Streamline the agent interface.
- C. Enable templates for written responses.
- D. Implement team productivity dashboards.
Answer: B,C
NEW QUESTION 175
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Modify the user interface settings for the case survey sidebar
- B. Utilize an AppExchange package to handle customer surveys
- C. Enable the case survey object for the customer portal
- D. Create a validation rule for case survey email templates
Answer: B
NEW QUESTION 176
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Use the routing queues provided with Salesforce for Twitter and Facebook
- B. Use Twitter-to-Case and add workflow rules to the case object
- C. Enable social profile and add assignment rules to the case object
- D. Enable social profile and add workflow rules to the contact object
Answer: C
NEW QUESTION 177
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. Case resolution time
- C. All open Cases by Priority
- D. All Cases closed Month-to-date
- E. All open cases by Channel
Answer: B,C,E
NEW QUESTION 178
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Average number of days to close cases
- B. Number of cases escalated
- C. Number of open cases per day
- D. Number of new customers added
- E. Number of closed cases on first call
Answer: A,B,C
NEW QUESTION 179
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Develop and publish a knowledge management system
Answer: B
NEW QUESTION 180
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, contracts, contract line Items, and entitlements
- B. Entitlement processes, contracts, milestones, and milestone actions
- C. Entitlement processes, contract line items, milestones, and entitlements
- D. Entitlement processes, milestones, milestone actions, and entitlements
Answer: D
NEW QUESTION 181
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use change sets to import data categories
- B. Create a separate .csv for each article type
- C. Use the data loader to import unstructured articles
- D. Map articles with HTML sections to rich text area fields
Answer: C,D
NEW QUESTION 182
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 183
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 184
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:
- A. Tiered data strategy
- B. Divisions
- C. Custom search
- D. Custom indexes
- E. Record types
Answer: A,B,D
NEW QUESTION 185
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 186
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Emall-to-Case
- C. Web-to-Case
- D. Customer Chatter groups
Answer: B
NEW QUESTION 187
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Visualforce and Self-Service Portal
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: C
NEW QUESTION 188
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they
use?
- A. On Demand Email to Case
- B. Community
- C. Email to Case
- D. Web to Case
Answer: C
NEW QUESTION 189
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove date boundaries from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from the reports.
Answer: A
NEW QUESTION 190
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To automatically assign cases to a specific queue based on the customer support level.
- D. To escalate a case to the support manager if it has been open for more than 72 hours.
Answer: A
NEW QUESTION 191
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 192
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each product
- B. Configure data category values for each product
- C. Define approval processes for each article type
- D. Configure article types for each kind of content
- E. Configure workflow rules for each data category
Answer: B,D,E
NEW QUESTION 193
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Remove filter criteria from the views
- C. Reduce the number of fields displayed
- D. Filter the views by case owner
Answer: C,D
NEW QUESTION 194
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Custom related list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
Answer: D
NEW QUESTION 195
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
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