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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant dumps will include the following topics:
- Case Management 11%
- Integration and Data Management 6%
- Implementation Strategies 19%
- Knowledge Channels 9%
- Service Cloud Solution Design 19%
- Contact Center Analytics 5%
- Interaction Channels 9%
- Industry Knowledge 22%
NEW QUESTION 131
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Requires the use of Transport Layout Security (TLS)
- B. Accepts attachments from emails
- C. Handles more the 10,000 emails a day
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 132
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. Cost per call
- B. Opportunities per channel
- C. Number of leads created
- D. Average queue time per agent
- E. Number of sales queues
Answer: A,B,C
NEW QUESTION 133
When support agents are working on a case, the support manager at universal containers wants the agents to
see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the components to the highlights panel.
- B. Remove these fields from the page layout and add the fields to the highlights panel
- C. Add these fields to the page layout and add the components to the highlights panel
- D. Add the fields to the page layout and add the fields to the highlights panel.
Answer: D
NEW QUESTION 134
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. Case escalation
- B. Case milestones
- C. Omni-channel
- D. Entitlements
Answer: A,C,D
NEW QUESTION 135
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. 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 - B. 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. - C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to
choose the console based on case type. - D. Train users to scroll through the case page layout to look for product related information or customer-
related information based on case type
Answer: A
NEW QUESTION 136
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Remove filter criteria from the views
- C. Reduce the number of fields displayed
- D. Filter the views by case owner
Answer: C,D
NEW QUESTION 137
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Public Solutions
- B. Enable Article deliveries
- C. Publish Articles to external channels
- D. Assign Article types to the Community
- E. Configure Content Library permission
Answer: A,C,D
NEW QUESTION 138
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Salesforce Console for Service
- C. Visualforce custom page
- D. Auto launch flow
Answer: B
NEW QUESTION 139
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Use Lightning Connect to connect and access data in real-time from the billing system.
- B. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- C. Import payment data into Salesforce and add to the contact page layout as a related list.
- D. Create a custom tab of type URL that displays a search page from the billing system.
Answer: B,D
NEW QUESTION 140
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Case Feed
- B. Omni-channel Supervisor
- C. Push Notifications
- D. Next Best Actions
Answer: B
NEW QUESTION 141
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Assign article types to the communities
- B. Configure content library permissions
- C. Enable article deliveries
- D. Enable public solutions.
- E. Publish articles to external channels
Answer: A,D,E
NEW QUESTION 142
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. Web-to-Case forms
- B. On-Demand Email-to-Case
- C. Standard Email-to-Case
- D. Omni-Channel routing
Answer: C
NEW QUESTION 143
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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. On-Demand Email-to-case
- B. Web to case forms
- C. Omni channel routing
- D. Standard email to case
Answer: A
NEW QUESTION 144
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Prepare, Plan, Validate, Execute, Text
- B. Plan, Prepare, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Text
- D. Prepare, Plan, Text, Execute, Validate
Answer: B
NEW QUESTION 145
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can
request future credit by providing kit usage information by patient. The regional processing teams review these
requests and award coupons for approved cases. What should a consultant recommend to manage this process
using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Enable the self-service portal to generate logins for the hospital staff by region.
- C. Design a custom object to track credit requests and route them regionally using assignment rules
- D. Use cases to track the credit requests and route than to regional teams using assignment rules
Answer: D
NEW QUESTION 146
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create a unique case page layout for each channel grouping.
- D. Create an agent profile for each channel grouping.
Answer: C
NEW QUESTION 147
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Create a Chatter group and invite the customer to join with an external chatter user.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: C
NEW QUESTION 148
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Modify the user interface settings for the case survey sidebar
- B. Utilize an AppExchange package to handle customer surveys
- C. Enable the case survey object for the customer portal
- D. Create a validation rule for case survey email templates
Answer: B
NEW QUESTION 149
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. Case tabs with Account subtabs
- B. Account tab with Cases related list
- C. Account tabs and Cases tab
- D. Account tabs with Case Subtabs
Answer: B
NEW QUESTION 150
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 151
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