[Sep-2021] Verified Salesforce Exam Dumps with Service-Cloud-Consultant Exam Study Guide
Best Quality Salesforce Service-Cloud-Consultant Exam Questions Prep4away Realistic Practice Exams [2021]
NEW QUESTION 18
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide information planning planned maintenance
- B. To provide online security threat information
- C. To provide best practices for continuity plans
- D. To provide live and historical data on system performance
- E. To provide live support for system and data backup
Answer: A,B,D
NEW QUESTION 19
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
NEW QUESTION 20
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?
- A. Collapsible Sidebar Components
- B. Console Keyboard Shortcuts
- C. Multiple Monitors Components
- D. Configure Macros
Answer: D
NEW QUESTION 21
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?
- A. Social Customer Service
- B. Open CT1
- C. Embedded Chat Window
- D. Contact Requests
Answer: C
NEW QUESTION 22
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 users a sharing rule with access to the service console app
- B. Assign user to public group with access to the service console app
- C. Assign users a profile with access to the service console app
- D. Assign users a permission with access to the service console app
Answer: C,D
NEW QUESTION 23
Which two configuration steps are required before quick actions can be used in Macros?
- A. Global Actions needs on the publisher layout.
- B. The specific quick action must be added to the case record Type.
- C. Quick Actions must be enabled in the org.
- D. The specific quick action must be added to the case Feed.
Answer: C,D
NEW QUESTION 24
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Omni-Channel
- B. Chatter
- C. Publisher Actions
- D. Quick Text
- E. Macros
Answer: C,D,E
NEW QUESTION 25
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)
- A. Related lists on the case object may be slow to populate
- B. Result may be slow when searching for records
- C. The Salesforce org may be slow during the data import
- D. Salesforce reporting speed may be affected
Answer: B,D
NEW QUESTION 26
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Assign the correct Salesforce users to the Call Center.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Install an adapter from AppExdiange to work with third-party on systems.
- E. Enable Live Agent in their community to chat with an agent.
Answer: A,B,D
NEW QUESTION 27
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- D. Activate Knowledge One on the case detail page.
Answer: B
NEW QUESTION 28
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts, contacts, cases, users
- B. Users, contacts, accounts, cases
- C. Users, accounts, contacts, cases
- D. Accounts cases, users, contacts
Answer: C
NEW QUESTION 29
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Visibility into service entitlements
- B. Mobile access to case information
- C. Chatter groups for customer
- D. Predictive dialer for outbound calls
Answer: A,B
NEW QUESTION 30
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
- A. Use escalation rule to send an email
- B. Supervisors to investigate those cases
- C. Use auto response rule to send an email
- D. Identify those cases and assign to the closure team
Answer: B,D
NEW QUESTION 31
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 IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Average call handle time by team
Answer: B,C
NEW QUESTION 32
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Average number of knowledge articles published
- B. Total number of solutions created by agent
- C. Number of total cases handled
- D. First contact resolution rate
Answer: C,D
NEW QUESTION 33
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