[Apr-2023] Service-Cloud-Consultant Exam Dumps Pass with Updated 2023 Salesforce Certified Service cloud consultant
Free Service-Cloud-Consultant Exam Dumps to Pass Exam Easily
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.
- 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.
- 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.
NEW QUESTION # 12
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
- A. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION # 13
Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?
- A. Enterprise Resource Planning (ERP)
- B. Order Fulfillment
- C. Marketing
- D. Telephony
Answer: B
NEW QUESTION # 14
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?
- A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- B. 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
- C. 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.
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
Answer: B
NEW QUESTION # 15
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company
requires quick iterations and a speedy project completion. The company has requested frequent project updates
for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Agile
- B. Waterfall
- C. Kanban
- D. Lightning Platform
Answer: A
NEW QUESTION # 16
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Accounts cases, users, contacts
- C. Accounts, contacts, cases, users
- D. Users, accounts, contacts, cases
Answer: D
NEW QUESTION # 17
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Case queues
- B. Direct Messaging
- C. Contact Request flow
- D. Lightning Component
Answer: A
NEW QUESTION # 18
UC is creating an inbound customer support contact center to handle questions about using its products. What
should be considered when designing the contact center?
- A. Automatic call distributor and interactive voice response
- B. Agent skill-based routing and predictive dialer
- C. Workforce management and customer satisfaction score
- D. Average handling time and first call resolution time
Answer: A
NEW QUESTION # 19
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To mate calls to different agents
- C. To use speech recognition to direct calls
- D. To report the caller's background information
Answer: A
NEW QUESTION # 20
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Macros
- B. Communities
- C. Public Knowledge
- D. Chatter Questions
- E. Field Service
Answer: B,C,D
NEW QUESTION # 21
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
- A. Enable service contracts and entitlements
- B. Implement Salesforce Knowledge on a portal
- C. Leverage Live Agent for web-based chat
- D. Implement Service Cloud console to support agents
Answer: B,C
NEW QUESTION # 22
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs and Cases tab
- B. Account tab with Cases related list
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: B
NEW QUESTION # 23
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
- A. Number of leads created
- B. Cost per call
- C. Opportunities per channel
- D. Average queue time per agent
- E. Number of sales queues
Answer: A,B,C
NEW QUESTION # 24
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- C. Deliver the entire project simultaneously so as to present UC with a completed solution.
- D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
Answer: A
NEW QUESTION # 25
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Number of cases escalated
- B. Number of closed cases on first call
- C. Number of open cases per day
- D. Average number of days to close cases
- E. Number of new customers added
Answer: A,C,D
NEW QUESTION # 26
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button to articles.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Add the Submit Feedback button on the Solutions tab.
- D. Require agents to create Knowledge articles when opening a case.
Answer: B
NEW QUESTION # 27
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Knowledge Article Usage
- B. Escalated Calls
- C. Cases by Support Channels
- D. Number of Portal Logins per Day
- E. Average Call Handle Time
Answer: A,C,D
NEW QUESTION # 28
Universal Containers Executives want to see contact center metrics from each of its different geographic
regions. How should a Consultant support this requirement?
- A. Create a single Dashboard with a Region filter.
- B. Create a single Dashboard with a Case Team filter.
- C. Create a Dashboard for each Case Team.
- D. Create a Dashboard for each Region.
Answer: A
NEW QUESTION # 29
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Criteria for plan activation
- B. Open access to systems
- C. Recovery point objective
- D. Site consolidation
Answer: A
NEW QUESTION # 30
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