2024 Realistic Service-Cloud-Consultant Dumps Exam Tips Test Pdf Exam Material
Powerful Service-Cloud-Consultant PDF Dumps for Service-Cloud-Consultant Questions
Salesforce Certified Service cloud consultant credential is highly valued in the industry, as it demonstrates a high level of expertise in delivering customized solutions that meet the unique needs of businesses. Earning this certification can open up new career opportunities and increase earning potential for professionals working in the customer service and support domain. The Service-Cloud-Consultant exam is a challenging test that requires a thorough understanding of the Service Cloud platform, its features, and its capabilities.
NEW QUESTION # 90
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
- A. Einstein Next Best Action
- B. In-App Guidance
- C. Actions & Recommendations
Answer: A
Explanation:
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.
NEW QUESTION # 91
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Measure difference in CSAT ol cases with and without articles attached.
- B. Track not promoter scores as part of an automated survey after case closure for every cote.
- C. Track the average calls per day, average cases per agent, and average cases per case type.
- D. Benchmark the average cases per agent versus the team average across each case channel
Answer: B
Explanation:
Explanation
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 92
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. The Customer doesn't know they were transferred
- C. Both Service Reps can chat with the customer
- D. The chat transcripts and case are transferred
Answer: A,D
Explanation:
Explanation
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats
NEW QUESTION # 93
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Visual Remote Assistant
- B. Field Service Scheduler
- C. Omni-Channel Routing
- D. Workforce Engagement Self Scheduling
Answer: A
Explanation:
Explanation
Visual Remote Assistant is a feature that allows you to provide real-time interactive video support to your customers using their mobile devices. You can see what your customers see through their camera, guide them with annotations and pointers, and troubleshoot issues remotely. This solution can improve the support experience while providing expert-level support, as it can reduce the need for dispatching field workers, save time and costs, and increase customer satisfaction. Verified References: [Visual Remote Assistant]
NEW QUESTION # 94
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Migrate a test deployment to a staging environment for a smoother real-life experience.
- B. Select a window of time when users will NOT be making changes to the organization.
- C. Plan and communicate the deployment to all users of the organization in advance.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
Answer: A,B,C
NEW QUESTION # 95
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)
- A. Chatter groups for customer
- B. Predictive dialer for outbound calls
- C. Visibility into service entitlements
- D. Mobile access to case information
Answer: C,D
NEW QUESTION # 96
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles with HTML, images, and links.
- B. Publish articles to the Web using Salesforce Publisher.
- C. Display articles in a public knowledge base.
- D. Displayarticles in Salesforce Answers.
Answer: A,C
NEW QUESTION # 97
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Live Agent
- B. Community
- C. Web -to -Case
- D. Chatter Questions
Answer: B,D
NEW QUESTION # 98
Universal conatiners 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. Filter the views by case owner.
- B. Remove filter criteria from the views.
- C. Restrict visibility of the views.
- D. Reduce the number of fields displayed.
Answer: A,D
Explanation:
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5
NEW QUESTION # 99
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. Schedule adherence
- C. Quality monitoring score
- D. Number of calls offered
Answer: A,B
NEW QUESTION # 100
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?
- A. Share the Folder with Quick text for each language.
- B. Use translation Workbech to localize each Quick Text.
- C. Set the Organization-Wide default to Public Ready Only.
- D. Share each Quick Text individually to Public Groups.
Answer: B
NEW QUESTION # 101
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'
- A. Ensure View All Data is not assigned to users.
- B. Add multiple Dashboard Filters.
- C. Configure e deshboerd refresh schedule.
- D. Use a Dynamic Dashboard based on running user.
Answer: B
Explanation:
Explanation
Adding multiple Dashboard Filters is a solution that can enable Cloud Kicks to view cases resolved on the first call from different perspectives, such as by product line or case close date quarter. Dashboard Filters are criteria that can be applied to dashboard components to show data for a specific dimension, such as a field, a value, or a range. Dashboard Filters can help create interactive and dynamic dashboards that show different views of the data. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_filters_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_filters_add.htm&type=5
NEW QUESTION # 102
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. Handles more the 10,000 emails a day
- B. Accepts email attachments larger than 10 MB
- C. Accepts attachments from emails
- D. Requires the use of Transport Layout Security (TLS)
Answer: B
NEW QUESTION # 103
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
- A. Use Most Cases Closed report.
- B. Use the agents' Presence Status,
- C. Use the Most Available routing model.
Answer: C
Explanation:
The Most Available routing model in Omni-Channel is designed to distribute work evenly among agents, ensuring a balanced workload. When applied to case management, this feature takes into account the agents' capacity and current workload, routing cases to the agent with the most availability. By also considering agents' skills or product specialization, Omni-Channel can ensure that cases are not only distributed evenly but also assigned to agents with the relevant expertise. This approach optimizes resource utilization, improves response times, and ensures that agents are working on cases that match their specialization, leading to more effective case resolution.
NEW QUESTION # 104
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 with the least amount of active assigned work.
- B. Route to agents with the most cases closed for that topic.
- C. Route to agents with the most capacity to take on new work.
- D. Route to agents staffing the assigned overflow queues.
Answer: A,C
NEW QUESTION # 105
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based profiles to the associated product article types
Answer: B
NEW QUESTION # 106
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
- A. Set up the Case Deflection component to share Knowledge articles.
- B. Create a Macro to send an email with Knowledge articles.
- C. Create an auto-response rule that links to Knowledge articles.
Answer: B
Explanation:
To streamline the process of sending Knowledge articles to customers, configuring a Macro is an efficient solution. Macros automate repetitive tasks, such as selecting an article and attaching it to an email to the customer, thereby speeding up the agent's workflow and enhancing the customer support experience.
NEW QUESTION # 107
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Salesforce Service Cloud Consultant Certification is a valuable credential that can help professionals to demonstrate their knowledge and expertise in implementing Service Cloud solutions. Salesforce Certified Service cloud consultant certification exam is designed to evaluate the candidate's knowledge and skills in various areas related to Service Cloud solutions. Salesforce Certified Service cloud consultant certification can help professionals to enhance their career prospects and can open up new opportunities in the field of Salesforce Service Cloud.
Salesforce Certified Service Cloud Consultant exam is a comprehensive test that covers a range of topics related to Salesforce Service Cloud. Service-Cloud-Consultant exam is made up of 60 multiple-choice questions that must be completed within 105 minutes. Candidates must score at least 67% to pass the exam. Service-Cloud-Consultant exam is designed to assess the candidate’s ability to implement and manage Service Cloud solutions, including case management, contact center management, and knowledge management.
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