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Exam Questions Service-Cloud-Consultant
Salesforce Certified Service cloud consultant (SP19)
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NEW QUESTION 1
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
NEW QUESTION 2
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.
Answer: D
NEW QUESTION 3
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality? Choose 2 answers
A. Salesforce Connect
B. Custom Objects
C. Middle-tier integration
D. External Objects
Answer: AD
NEW QUESTION 4
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer: C
NEW QUESTION 5
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The
company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
A. Article Translation
B. Data Category Groups
C. Chatter Answers
D. Data Category Visibility
Answer: D
NEW QUESTION 6
Which feature should a consultant recommend to allow a tier 2 service representative to take over case
processing from tier 1 and know how far tier l had progressed in troubleshooting?
A. Lighining Row Component
B. Lightning Guided Engagement
C. Service Console Macros
D. Path for Cases
Answer: B
NEW QUESTION 7
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.
Answer:
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AD
NEW QUESTION 8
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a
consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
D. Prepare a single .csv file that can be used to migrate all article types at once and include with
E. properties file in a.zip for import
Answer: B
NEW QUESTION 9
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package
Answer: A
NEW QUESTION 10
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to
its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
A. Create separate data category groups for each division and assign the category to a division profile.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION 10
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
A. Change Sets
B. Mass Transfer Records
C. Data Import Wizard
D. Data Loader
Answer: AB
NEW QUESTION 11
Which search mechanism should be used to find case comments from within the lightning service console?
A. Search utility component
B. Comment search component
C. Comments list view
D. Global search
Answer: D
NEW QUESTION 13
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
A. Increased call deflection
B. Increased call routing accuracy
C. Reduced issue resolution time
D. Reduced support channels
E. Optimized use of resources
Answer: CDE
NEW QUESTION 17
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. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
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Answer: A
NEW QUESTION 21
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a
standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console? Choose 2 answers
A. Lightning Flow for service
B. Interaction Log
C. Lightning Process Builder
D. Path for Cases
Answer: AB
NEW QUESTION 22
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed
in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2
answers
A. Restrict the Manage Articles user permission
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case
Answer: CD
NEW QUESTION 24
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date, number and text fileds.
Which 3 best practices should a consultant recommend?
A. Import the records and use duplicate management
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
E. Import records and cretae a a worflow rule to change the data type
Answer: BCD
NEW QUESTION 28
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had
progressed in troubleshooting?
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
Answer: B
NEW QUESTION 33
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
NEW QUESTION 35
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
A. On a utility bar of the Lightning App
B. On a record Highlights Panel
C. On a record Activity Feed list
D. On the Calendar right hand panel
Answer: C
NEW QUESTION 38
Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?
A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
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B. Set up insert Article into Social post and enable the customer community portal.
C. Create a Chatter group and invite the customer to join with an external chatter user.
D. Create a Visualforce page on the customer community portal.
Answer: B
NEW QUESTION 42
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their
contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
A. Field Service with Integrated Payments
B. Experience Cloud with Customer Account Portal template
C. Einstein Bots with Credit Card Payments
D. Service Cloud Voice with Tele-pay
Answer: D
NEW QUESTION 46
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
A. Omni channel
B. Contact Requests
C. field service
D. Mobile connect
Answer: C
NEW QUESTION 47
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while
still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
A. An email to case inquiry
B. On-demand email to case
C. While holding for a support agent
D. Web-to-case question
Answer: A
NEW QUESTION 52
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
A. Comment Search Component
B. Comments List View
C. Global Search
D. Search Utility Component
Answer: C
NEW QUESTION 53
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
Answer: D
NEW QUESTION 55
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Snapshot report type.
Answer: D
NEW QUESTION 59
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
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A. Push Notifications
B. Case Feed
C. Omni-channel Supervisor
D. Next Best Actions
Answer: C
NEW QUESTION 61
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to
meet this requirement? Choose 3 answers
A. Enable article customization for open cases.
B. Enable agents to create their own personal articles.
C. Enable suggested articles on new cases.
D. Enable article submission during case close.
E. Create an email template to send articles as PDF attachments.
Answer: CDE
NEW QUESTION 66
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been
escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
A. Create Knowledge Articles and publish internally and publicly.
B. Configure IVR routing to bypass Tier 1 for the product line.
C. Configure Omni-channel to assign cases directly to Tier 2.
D. Create a dashboard to track and manage call volumes by type.
Answer: A
NEW QUESTION 69
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. Case tabs with Account subtabs
C. Account tab with Cases related list
D. Account tabs with Case Subtabs
Answer: C
NEW QUESTION 74
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: A
NEW QUESTION 79
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
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. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence
Answer: BD
NEW QUESTION 81
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most
common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know
where to focus its efforts next. Which Knowledge dashboard should a consultant use?
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
Answer: B
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NEW QUESTION 82
Milestones can be added to which three object types? Choose 3 Answers
A. Work order
B. Case
C. Service
D. Entitlement
E. Account
Answer: AB
NEW QUESTION 84
......
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