2022 Latest Service-Cloud-Consultant DUMPS Q&As with Explanations Verified & Correct Answers
Service-Cloud-Consultant dumps Exam Material with 378 Questions
How much Service-Cloud-Consultant Exam Cost
The price of the Service-Cloud-Consultant exam is $200 USD.
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
NEW QUESTION 179
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:
- A. Tiered data strategy
- B. Custom search
- C. Custom indexes
- D. Record types
- E. Divisions
Answer: A,C,E
NEW QUESTION 180
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Enable Work Orders.
- C. Create an Entitlement Process.
- D. Set up Milestones.
Answer: C,D
NEW QUESTION 181
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce for Twitter
- B. Salesforce Knowledge
- C. Open CTI
- D. Live Agent
Answer: B
NEW QUESTION 182
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Simplify the interactive voice response (IVR) tree.
- B. Use Assignment rules and case queues.
- C. Add additional agents to lower average hold time.
- D. Set up Email-to-Case.
Answer: A,D
NEW QUESTION 183
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Case Assignment Rules
- B. Omni-Channel
- C. Case Auto-Response Rules
- D. Visual Workflow
Answer: B
NEW QUESTION 184
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?
- A. Omni-Channel Supervisor tab
- B. Cases report sorted by Rep and Case Owner
- C. Cases report sorted by Rep and Case CreatedDate
- D. Omni-Channel Utility Component
Answer: A
NEW QUESTION 185
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Hide the Article Management tab for users who should have read-only access to articles.
- B. Create a publisher profile that includes create access on the FAQ article type.
- C. Enable the Manage Articles permission for the publisher profile and assign it to users
- D. Set the organization-wide default to private and create sharing rules for the FAQ article type
Answer: B,C
NEW QUESTION 186
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. An organization-wide default of Public Read/Write on the Case object.
- B. A sharing set to grant the Customer Community user access to records associated to theirContact record.
- C. A sharing rule to ensure record access is granted based oncriteria of the case.
- D. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
Answer: C
NEW QUESTION 187
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Web-to-Case
- C. Customer Community
- D. Case Assignment Rules
Answer: A
NEW QUESTION 188
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, contracts, milestones, and milestone actions
- D. Entitlement processes, contract line items, milestones, and entitlements
Answer: A
NEW QUESTION 189
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Select a window of time when users will NOT be making changes to the organization.
- B. Migrate a test deployment to a staging environment for a smoother real-life experience.
- C. Ensure all users refrain from logging into production for an entire day prior to deployment.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Plan and communicate the deployment to all users of the organization in advance.
Answer: A,B,E
NEW QUESTION 190
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, publish, feedback, approve, consume
- B. Create, approve, publish, consume, feedback
- C. Create, consume, feedback, approve, publish
- D. Create, feedback, publish, approve, consume
Answer: B
NEW QUESTION 191
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use change sets to import data categories
- B. Use the data loader to import unstructured articles
- C. Create a separate .csv for each article type
- D. Map articles with HTML sections to rich text area fields
Answer: B,D
NEW QUESTION 192
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. First Call Resolution
- B. Average Handle Time
- C. Time to Answer
- D. Service-Level Agreements
Answer: A,B
NEW QUESTION 193
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent
chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Live Agent Queue-based routing
- D. Case Skills-based Assignment Rules
Answer: C
NEW QUESTION 194
Using Import Wizard, how many Asset records can you import at a time?
- A. You cannot import Assets via Import Wizard
- B. 0
- C. 50,000
- D. 100,000
- E. 1
Answer: A
NEW QUESTION 195
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?
- A. Add Authors to the FAQ Data Category.
- B. Grant Authors access to the FAQ record type.
- C. Set Article Org Wide Default to Public ReadWrite.
- D. Grant Authors access to the FAQ article type.
Answer: B
NEW QUESTION 196
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. All of the above
- B. They are members of that Queue
- C. They are higher in the Role Hierarchy than a Queue Member
- D. If the OWD for sharing cases is Public Read/Write/Transfer
- E. They have a Contact Manager Profile
Answer: B,C
NEW QUESTION 197
UC's support team requires its customers to submit their support inquiries via free form email (Outlook,
Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. Customer Chatter groups
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 198
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