Download the latest Service Cloud Consultant exam dumps to pass your exam easily
Exam
: Service Cloud Consultant
Title
: Salesforce Certified Service
cloud consultant
https://www.passcert.com/Service-Cloud-Consultant-Exam.html
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1.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. Use a community template to set up their customer community.
B. Enable web -to -case on their public website.
C. Enable Live Agent in their community to chat with an agent.
D. Add the Question action to Chatter in the community publisher.
Answer: A,D
2.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
A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution
Answer: A,B
3.Which solution can be used to improve call deflection?
A. Knowledge base
B. Community forum
C. Assignment rules
D. Web chat
E. Case routing
Answer: D
4.The contact center at Universal Containers offers support through phone, email, public website, and a
Community. The contact center manager wants to demonstrate the success of recent self-service
initiatives to executive management.
Which two reports should the contact center manager present to executive management? Choose 2
answers
A. Number of cases closed by self-service users.
B. Average call handle time by team.
C. Number of Knowledge articles created each month.
D. Number of cases created using Communities by month.
Answer: A,D
5.Universal Containers requires a scheduling solution that will allow Managers to coordinate service
engineers across multiple Territories.
What solution should a consultant recommend?
A. Field Service Lightning
B. Lightning Console
C. Salesforce Mobile App
D. Employee Community
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Answer: A
6.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?
A. Omni-Channel
B. Entitlements
C. Case Escalation
D. Case Milestones
Answer: B
7.Universal Containers is trying to reduce the amount of time support agents spend creating cases. The
new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of
documents under 25 MB by the customer.
Which method should the Consultant suggest?
A. Omni-Channel routing
B. Standard Email-to-Case
C. Web-to-Case forms
D. On-Demand Email-to-Case
Answer: B
8.The Support Manager at Universal Containers has determined that there are five common case types
that are always resolved during the first call. Additionally, the support manager noticed that support
agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?
A. Implement Quick Text
B. Enable the Support Process for default email templates
C. Implement Macros
D. Implement Email-To-Case
E. Enable the support setting for default email templates
Answer: A,C,E
9.A company is changing its case management system to Salesforce. All active accounts, contacts, and
closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
A. Prepare, Plan, Test, Execute, Validate
B. Plan, Prepare, Test, Execute, Validate
C. Prepare, Plan, Validate, Execute, Test
D. Plan, Prepare, Validate, Execute, Test
Answer: D
10.Customer Support Agents are frustrated with how they interact with their current case management
solution and have asked for a more streamlined way to manage and view cases.
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Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?
A. Configure the Case highlights panel
B. Add a Visualforce page to the Case layout
C. Create Salesforce Classic Quick Action
D. Configure Case Feed page layouts
Answer: D
11.Which two configuration steps are required before quick actions can be used in Macros?
A. Global Actions needs on the publisher layout.
B. Quick Actions must be enabled in the org.
C. The specific quick action must be added to the case Feed.
D. The specific quick action must be added to the case record Type.
Answer: B,C
12.What are two benefits of deploying Knowledge in Customer Communities?
A. Reduces incoming call volume
B. Replaces the need for an email channel
C. Eliminates tracking of customer entitlements
D. Uncovers gap in the knowledge base
Answer: A,B
13.How can a Contact Center Manager see which Service Representatives have not accepted new
Cases recently using the Lightning Service Console?
A. Omni-Channel Utility Component
B. Cases report sorted by Rep and Case Owner
C. Cases report sorted by Rep and Case CreatedDate
D. Omni-Channel Supervisor tab
Answer: D
14.Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard
of case resolution history.
Which type of Community license should be used to meet these requirements?
A. Customer Community Plus
B. Customer Community
C. High Volume Customer Portal
D. Lightning External Apps Starter
Answer: B
15.Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Is available for users in the partner portal
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D. Indicates when records and lists are changed by others
Answer: A,B
16.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?
A. Contact Salesforce to send a report on article efficacy.
B. Send out a monthly survey to customers requesting feedback.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.
Answer: C
17.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. 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.
B. Train users to scroll through the case page layout to look for product related information or customerrelated information based on case type
C. 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
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: C
18.Milestones can be added to which three object types? Choose 3 Answers
A. Work order
B. Case
C. Service
D. Entitlement
E. Account
Answer: A,B,D
19.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. Escalated cases by account month to date
B. High priority cases opened by account month to date
C. Time spent by account year to date
D. New cases opened by the account channel
Answer: A,B
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