Salesforce Service Cloud Consultant Actual Questions

dumps2021-12-16T03:20:35+08:00

Salesforce Service Cloud Consultant actual questions are online, which are the best material for you to pass the test easily. In real Salesforce Service Cloud Consultant exam, there are 60 multiple choice questions. Each candidate has 105 minutes to complete all the questions. The required passing score of Service Cloud Consultant exam is 67%. The registration fee is $200. Free Salesforce Service Cloud Consultant actual questions are avilable below.

Page 1 of 12

1. Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.

How can a consultant migrate the file attachments?

Use the files related list on each article to add files to your articles.

Post the files to the chatter feed on each article.

Upload the files as documents, then relate them to the migrated articles.

Use the lightning knowledge migration tool and choose “include files”.

2. 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?

Follow the SMEs to receive automatic updates when they add case comments

Bookmark all the comments related to the issue from SMEs

Use hashtag (#) to track the customer case and SMEs comments

@mention the SMEs on the case Chatter feed and follow the case

3. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

What should the Consultant recommend implementing in the Lightning Service Console?

The Social Feed

A Twitter Macro

The Case Feed

A Custom Component

4. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze? Choose 2 answers

High priority cases opened by account month-to-date

Time spent by account year-to-date

Escalated cases by account month-to-date

New cases opened by account channel

5. Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

It is a server based software program that controls the behavior of a Salesforce SoftPhone

It is an intermediary between a telephony system and a Salesforce CRM call center user

It utilizes the SoftPhone capability from within the Salesforce application

It allows voicemails to be captured and stored as attachments on cases

6. The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? Choose 2 answers

Measure and reward agents based on the number of new articles submitted for approval.

Measure and reward agents based on the number of new articles approved for publication.

Create a dashboard that includes articles submitted by agents and approved for publication.

Require agents to check a box on the case when submitting a new suggested article.

7. Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement .

Which feature should the Consultant consider?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

8. Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center .

Which two features should a Consultant consider implementing? Choose 2 answers

Use a community template to set up their customer community.

Enable web -to -case on their public website.

Enable Live Agent in their community to chat with an agent.

Add the Question action to Chatter in the community publisher.

9. 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?

Allow the exercise to be done in a Production instance

Use a Full copy sandbox for the DR exercise

Use a Partial sandbox for the DR exercise

Use a Developer Pro sandbox for the DR exercise

10. A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents .

Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

Report on the articles followed in Chatter

Report on agent ratings on articles

Report on agent feedback on articles

Report on the articles attached to cases

Page 2 of 12

11. What are two design considerations for a Live Agent implementation? Choose 2 answers

Chat Visitor Browser

Chat Window Title

Chat Character Limit

Idle Connection Timeout

12. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff .

Which solution should a consultant recommend?

Implement an adapter using the Telephony AP

Move to a cloud -based telephony system.

Implement an adapter built on Open CT

Build an adapter using the telephony vendor's toolkit.

13. The Service Manager at Universal Containers is concerned that users will NOT be able to

manage cases in the Service Console efficiently and reduce clicks.

Which feature should a Consultant implement to address this concern?

Configure Macros

Multiple Monitors Components

Collapsible Sidebar Components

Console Keyboard Shortcuts

14. A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts .

Which features will best help the customer? Choose 2 answers.

Mass email

Communities

Public groups

Salesforce Chat

15. Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

16. Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

Open CTI

Lightning dialer

Local presence

Macros

17. Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

Contacts

Products

Service contracts

Case history

18. 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

All open Cases by Priority

All open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

19. 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)

Create the data categories and set up the data category values.

Set up a zip file that contains the CSV, HTML, and image files.

Create the custom fields for the slide type

Set up the article actions and assign publishers to each action

Set the publication status of the article tame to draft status

20. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

They are members of that Queue

They have a Contact Manager Profile

If the OWD for sharing cases is Public Read/Write/Transfer

They are higher in the Role Hierarchy than a Queue Member

All of the above

Page 3 of 12

21. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

Entitlements and milestones

Case escalation

Case assignment

Salesforce console

22. How should a consultant provide suggested article functionality to lightning service console users?

Add the suggested article widget to the case page layout.

Add the knowledge component to the service console.

Create email templates with knowledge articles attached.

Add the knowledge tab to the console app.

23. Universal Containers wants to be able to assign cases based on the same criteria they use for chat .

Which feature should a consultant recommend?

Chat Queue-based routing

Case Skills-based Assignment Rules

Omni-channel Queue-based routing

Omni-channel Skills-based routing

24. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

Field Service Lightning

Lightning Console

Salesforce Mobile App

Employee Community

25. How is the hash mark (e.g., #salesforce) used in chatter?

Ties the Chatter message to a topic

Indicates a clickable URL hyperlink

Indicates the name of a group in which to place the Chatter message

Links the Chatter message to Twitter

26. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Omni-Channel Utility Component

Cases report sorted by Rep and Case Owner

Cases report sorted by Rep and Case CreatedDate

Omni-Channel Supervisor tab

27. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search .

Which solution should a consultant recommend to meet this requirement?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

28. Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system

What are the two common places to embed these call controls? Choose 2 answers

On the left sidebar of Salesforce Classic

On a new tab in the agent's browser

On the footer of the Lightning Console

On the Highlights Panel of a Primary tab

29. What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

Recommend articles during a call for a support agent

Suggest articles for a web-to-case question

Suggest articles for an email-to-case question

Recommend articles prior to a Live Agent session

30. 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?

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.

Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

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

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

Page 4 of 12

31. The lifecycle of a Knowledge article consists of five stages.

In which order does an article proceed through these stages?

Create, approve, publish, consume, feedback

Create, feedback, publish, approve, consume

Create, publish, feedback, approve, consume

Create, consume, feedback, approve, publish

32. Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

33. The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend? Choose 2 answers

Customer community

Knowledge base

Service cloud console

Automatic call distribution

34. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app m developer org and use an unmanaged package to deploy to production.

35. Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online .

What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A sharing set to grant the Customer Community user access to records associated to their Contact record.

An organization-wide default of Public Read/Write on the Case object.

A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

A sharing rule to ensure record access is granted based on criteria of the case.

36. Universal Containers is setting up a field service dispatch contact center .

Which functionality should be considered when designing the contact center? (Choose 2)

Chatter groups for customer

Mobile access to case information

Visibility into service entitlements

Predictive dialer for outbound calls

37. Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?

Salesforce Console

Entitlements and Milestones

Case Escalation

Case Assignment

38. What is the capability of case feed?

Add custom visual force pages to the case feed page layout.

Enable call control using the CTI case feed publisher.

Embed case feed functionality within a visual force page.

Switch from case feed to standard detail pages using a console component

39. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

40. Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.

How should the requirement be met?

Create a custom report

Create a custom related list on the case

Create a custom view on the Case tab

Create a custom Visualforce page

Page 5 of 12

41. 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

Average queue time per agent

Number of leads created

Opportunities per channel

Cost per call

Number of sales queues

42. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases .

What should a consultant recommend to manage this process using Service Cloud?

Enable the self-service portal to generate logins for the hospital staff by region.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Use cases to track the credit requests and route than to regional teams using assignment rules

43. A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

verify that users have access to the Live Agent chat buttons.

Verify that users have access to the Live Agent public group.

Verify that users are assigned the Live Agent feature license.

Verify that users are assigned the Live Agent user profile.

44. When a Self Service Portal User adds a Case Comment the following actions take place:

An email is automatically sent to the case owner

A Workflow rules is activated

An Assignment Rule is Activated

None of the above

45. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

The report chart is added to the Page Layout.

The report is shared with a Chatter Group.

The report is a Summary or Matrix report.

The report contains a chart.

The report has a standard Report Type.

46. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

Answers can be exposed to partner portal users

External users can subscribe to Answers

Escalate a question to a case

Knowledge articles can be created from Answers

Select best answers for questions.

47. 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?

Milestones

Assets

Service contracts

Cases

48. Milestones can be added to which three Object types? Choose 3 answers

Entitlement

Work Order

Service

Case

Account

49. The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer .

Which tasks should be completed prior to UAT? (Choose 2)

Verification of the production migration checklist

Approval of test scripts from the business lead

Verification that sample data has been loaded

Fund customer approval on training materials

50. Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

Contact Requests

Social Customer Service

Embedded Chat Window

Open CT1

Page 6 of 12

51. Universal Containers plans to migrate data into SFDC from a legacy system .

Which step should be taken before performing the migration of the data (Choose 2)?

Normalize database

Perform data cleaning

Enable data validation rules

Develop data map

52. Universal Containers wants to ensure the contracted service level requirements for its clients are being met .

What should be configured to meet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

53. The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should a consultant recommend?

Create a report using the Case Lifecyle report type

Create a report using the Case age report type

Create a report using the Case snapshot report type

Create a report using the Case historical trending report type

54. 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)

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Use Web Services API to integrate the external database with Salesforce

Create a custom product bug object and import data into Salesforce

Use Bulk API to load the product bug data into Salesforce

55. 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.

Remove formula fields from filter criteria.

Remove unnecessary columns from the reports.

Remove date boundaries from filter criteria.

Remove dashboards based on long-running reports.

56. Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

Migrate closed cases with milestones and entitlements

Migrate open and closed cases with milestones and entitlements

Migrate open and closed cases without milestones and entitlements

Migrate closed cases to a custom read-only object

57. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.

What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Hire contact center representatives that specialize in each of the product categories.

Make contact center representatives accessible 24/7 to distribute the call volume.

Redirect users from the company site to social media forums about the products.

Make knowledge base articles and community answers accessible on its website.

58. 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

Users must use Lightning Experience.

Publisher Actions used in the macros must be on the page layout.

The Macros widget or utility must be added to the console.

The Run Macros Permission must be granted to users.

The Run Macros Action must be on the page layout.

59. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases .

What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on the case object.

60. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

Social Persona tor Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

Page 7 of 12

61. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

62. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Keep all open in tabs.

Use a second Console session.

Define a custom List View.

Add History to the Utility bar.

63. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases .

Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

64. 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)

Average days to close

Average handle time

First call resolution

Abandon rate

65. A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet this requirement?

Lightning Service Console

An AppExchange Solution

Field Service Lightning

Customer Community

66. 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)

The Salesforce org may be slow during the data import

Related lists on the case object may be slow to populate

Salesforce reporting speed may be affected

Result may be slow when searching for records

67. The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric .

What should a consultant recommend to improve this metric?

Skills -based routing

Private branch exchange

Workforce management

Interactive voice response

68. Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

Open CTI

Macros

Local Presence

Lightning Dialer

69. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 .

How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

70. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

Assign a single agent to create the activities on all new onboarding cases.

Provide a macro that will automatically create the activities when executed.

Add an object-specific custom quick action to create new activities.

Hire a certified developer to write an apex trigger that creates each new activity.

Page 8 of 12

71. Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements .

Which two steps are necessary to satisfy this requirement? Choose 2 answers

Set up Milestones.

Enable Work Orders.

Create an Entitlement Process.

Configure Service Contracts.

72. The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience .

Which three features are available only in Classic? Choose 3 answers

Dynamic list updates

Quick Text

Multi -monitor support

Keyboard Shortcuts

Case hover

73. Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record .

What should a consultant recommend as part of the solution?

An outbound message to a middleware platform to provide map details

A mashup integration on the Account page to a third-party mapping service

A Web Service call-out that retrieves map details from the backend system

A custom tab of type URL that displays a map image of customer location

74. Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.

Which statement is true about migrating images into Salesforce Knowledge?

Ensure that each image does NOT exceed the maximum of 25 MB

Upload the images into Salesforce prior to importing the articles

Convert all images to .jpeg, as this is the only supported file type

Include images in an .html file using the image tag and src attribute

75. A case has not been closed even after 30 days, but those cases can be closed in 7 days .

What should the consultant do to overcome this? choose 2 options

Use auto response rule to send an email

Use escalation rule to send an email

Supervisors to investigate those cases

Identify those cases and assign to the closure team

76. Universal Containers wants to provide its customers with more support options.

Which three should a Consultant recommend? Choose 3 answers

Create a Customer Community

Utilize KCS to manage Knowledge

Add Live Agent to public-facing sites

Configure Chatter for public access

Implement SOS for mobile experience

77. The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.

What should a consultant configure to satisfy this request?

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

78. Universal Containers (UC) is developing a strategy for supporting customers on social media sites.

UC's requirements include the ability to:

• Monitor Facebook fan page for new posts and comments from customers

• Link new posts and comments to an existing customer record

• Respond to posts from the existing Salesforce Console for Service

• Create and link social personas to contacts

What should a consultant recommend to meet these requirements?

Create a Lightning Platform app for Facebook monitoring.

Enable Social Customer Service.

Integrate Facebook to its existing Customer Community.

Enable Salesforce social profile on contacts.

79. A manager would like information on the knowledge base searches conducted by customers and call center agents .

Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

80. What is a benefit of a quality monitoring system? Choose 2 answers

Lower the average speed of answer (ASA)

Teach new agents how to handle difficult situations

Enforce a consistent standard of service for customer interaction

Capture inappropriate word usage and generate reports

Page 9 of 12

81. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

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

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

82. Universal containers want to identify potential delays in the customer support process .

Which metric should the contact center management analyze? (Choose 1)

Case volume by channel.

Cases created by type.

Open cases by reason.

Average case stage duration.

83. Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers

Remove Apex code references to the Article RecordType field.

Configure the Visualforce page to use the Lightning Design System.

Rename the Visualforce page to "Lightning Knowledge"

Remove Apex code references to the ArticleType field.

84. Universal Container's agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

85. Using Import Wizard, how many Asset records can you import at a time?

1000

5000

50,000

100,000

You cannot import Assets via Import Wizard

86. 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?

Restore the data using the available backup.

Log a Data Recovery case with Salesforce Support.

Use Data Loader to delete the corrupt data.

Manually update the corrupt data to correct it.

87. 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

Restrict visibility of the views

Reduce the number of fields displayed

Filter the views by case owner

Remove filter criteria from the views

88. A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month .

How would the administrator ensure the article is available on the first of the month?

Create a task related to the article with a reminder set for the article start date.

Create a workflow rule to update the article status to Published on the article start date.

Set the article publish date to automatically display the article on the start dat

Send an email reminder to update the article status to Published on the start date.

89. The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.

Which solution should be implemented to support this?

Omni-Channel

Case Auto-Response Rules

Visual Workflow

Case Assignment Rules

90. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones .

Which solution should a consultant recommend?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

Page 10 of 12

91. Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Force.com Sites

Customer portalPartner portal

Self-service portal

Partner portal

Force.com Web Services API

92. 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?

Define Article Types with Public Sharing Settings.

Define Data Categories with Custom Visibility.

Define Topics for each Knowledge article.

Define a Custom Field to identify the Subject.

93. What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

To provide online security threat information

To provide live and historical data on system performance

To provide information planning planned maintenance

To provide live support for system and data backup

To provide best practices for continuity plans

94. What process is a use case for Visual workflow? Choose 3 answers

Field validation during case creation

Cross-self promotions for representatives

Assignment of email to a case queue based on subject

Decision-based troubleshooting for representatives

Caller verification and creation of a new case

95. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gaps in the knowledge base

Reduces incoming call volume

96. Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

97. Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

Articles appearing in the Knowledge sidebar

Products and assets associated to the case

Knowledge articles attached to the case

Contract details related to the entitlement

98. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

99. Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

Process Builder

Lightning Knowledge

Macros

Visual Workflow

100. Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Display articles in a public knowledge base.

Display articles in Salesforce Answers.

Display articles with HTML, images, and links.

Publish articles to the Web using Salesforce Publisher.

Page 11 of 12

101. Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

It does NOT require a software install for each call center user on a Windows-based P

102. Universal Containers initiates cases based on electronic transmissions from power units.

The case management process is as follows:

A work order is submitted to a field service team to perform a technical review.

After the technical review is closed, an agent needs to contact the customers to review the activities.

Cases can only be closed after the customer review has been completed.

Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.

Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

Account team relationship to the primary contact

Case closure rules on the original case

Work order and customer contact escalation requirements

Visibility and access to the work order records

Total number of account and contact records in the database

103. Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

104. Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered? Choose three answers

A separate .csv import file is uploaded for each data category

Attachments and .html files must be referenced in a corresponding .zip file

Each article must be associated to an article type

One .csv import file is uploaded for all article types

A separate .csv import file is uploaded for each article type

105. Universal Containers purchased Knowledge and would like to implement it as soon as possible .

What approach should a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

106. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.

Which two benefits can be expected from KCS adoption? Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

107. Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support .

Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create cases online.

108. Which solution can be used to improve call deflection?

Knowledge base

Community forum

Assignment rules

Web chat

Case routing

109. When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

Data Cleansing

Data Normalization

Activate data validation rules

Data mapping

110. Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates .

Which two methods should be used to enable the customers on the Community? Choose 2 answers

Have agents manually create Users when Community access is requested by Customers.

Have agents provide Customers with Community registration instructions when working a case.

Identify active Customers and send them registration instructions via email.

Send email notifications to all Customers to join the Community.

Page 12 of 12

111. Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Entitlements

Omni-channel

Case milestones

Case escalation

112. Universal Containers CFO is looking for ways to reduce contact center costs .

Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

First call resolution

Average handle time

Upsell percentage

Customer retention

Comments (11)

Abraham March 23, 2023 Reply

Are these questions mostly still on the latest release exam?
- dumps March 23, 2023 Reply
  
  Yes, these questions are still the latest version.
Jana June 6, 2022 Reply

Question 58 has an incorrect answer: 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

Users must use Lightning Experience IS NOT CORRECT ANSWER but The Macros widget or utility must be added to the console IS CORRECT ANSWER
- dumps June 7, 2022 Reply
  
  thanks for your correction.
Mariangeles April 21, 2022 Reply

When 3 checks of correct answers appear when 2 answers are requested, does it mean that two answers of that three would be considered valid?
- dumps April 22, 2022 Reply
  
  We are sorry for the inconvenience. We just correct all the wrong answers.
Mariangeles April 21, 2022 Reply

what does it mean when 2 answers are requested, for example, and 3 correct checks appear?
- dumps April 22, 2022 Reply
  
  We are sorry for the inconvenience. We just checked all the answers and correct them. If you have any other questions, plz contact us.
Alec March 7, 2022 Reply

Are those 2022 questions?
- dumps March 8, 2022 Reply
  
  They are the latest questions in the whole market.
- dumps March 8, 2022 Reply
  
  They are the latest questions in the whole market.

Salesforce Service Cloud Consultant Actual Questions

Salesforce Service Cloud Consultant Actual Questions

Share this post

Comments (11)

Leave a Reply Cancel reply

Related Posts