2021 Valid Service-Cloud-Consultant Real Exam Questions (Updated) 100% Dumps & Practice Exam
[UPDATED 2021] Salesforce Service-Cloud-Consultant Questions Prepare with Free Demo of PDF
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION 13
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?
- A. Social Media Marketing message tagging.
- B. Social Customer Service for Twitter and Facebook.
- C. Einstein Bot social queues.
- D. Social Persona tor Twitter and Facebook.
Answer: D
NEW QUESTION 14
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Chatter feeds
- B. Customer Portal
- C. Email to Case
- D. Self Service Portal
Answer: A
NEW QUESTION 15
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. Private Branch Exchange
- B. Time and Attendance
- C. Automatic Call Distributor
- D. Interactive Voice Response
Answer: D
NEW QUESTION 16
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. High priority cases opened by account month to date
- B. New cases opened by the account channel
- C. Time spent by account year to date
- D. Escalated cases by account month to date
Answer: A,D
NEW QUESTION 17
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Chatter Groups
- B. Salesforce Knowledgebase
- C. Field Service Lightning
- D. Service Cloud SOS
Answer: C,D
NEW QUESTION 18
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact
center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using portal
- B. Number of cases closed by a self-service user
- C. Number of IVR inquiries without agent involvement
- D. Average call handle time by team
Answer: A,B
NEW QUESTION 19
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Order Management System
- C. Interactive Voice Response
- D. Automatic Call Distribution
Answer: C
NEW QUESTION 20
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?
- A. Upload the files as documents, then relate them to the migrated articles.
- B. Post the files to the chatter feed on each article.
- C. Use the files related list on each article to add files to your articles.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: C
NEW QUESTION 21
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign user to public group with access to the service console app
- B. Assign users a profile with access to the service console app
- C. Assign users a sharing rule with access to the service console app
- D. Assign users a permission with access to the service console app
Answer: B,D
NEW QUESTION 22
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Organize the fields on the page layout to match each process
- B. Use Visual Workflow to streamline the process
- C. Use Visualforce to create a wizard for each process
- D. Create a custom object for each step in the process
Answer: A,B
NEW QUESTION 23
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 24
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?
- A. Private branch exchange
- B. Workforce management
- C. Interactive voice response
- D. Skills -based routing
Answer: D
NEW QUESTION 25
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Original creation date and total number of article views
- B. Original creation date and average rating of articles
- C. Last modified date and frequent search terms
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 26
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Use suggested Knowledge articles
- B. Increase the Call-to-Order ratio
- C. Bypass entitlement verification
- D. Use integrated voice response
Answer: A,D
NEW QUESTION 27
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance
- A. Data Integration via SOAP API
- B. Bulk Data Transfer API
- C. Cloud-to-Cloud Integration Toolkit
- D. Java Language Specific Toolkit
Answer: B
NEW QUESTION 28
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Returns a link that returns a post with the same reference
- C. Deletes posts
Answer: B
NEW QUESTION 29
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 30
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