New 2021 Realistic Free Salesforce Service-Cloud-Consultant Exam Dump Questions & Answer
Service-Cloud-Consultant Practice Test Engine: Try These 350 Exam Questions
What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Number of Questions: 60
- Passing Score: 67%
- Format: Multiple choices, multiple answers
The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
NEW QUESTION 70
UC must 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 the 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. What solution should a
consultant recommend?
- A. Create a custom tab of type URL that displays a search page 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 related list
- D. Create a custom web service to handle invoice inserts and updates from the billing system
Answer: B
NEW QUESTION 71
Universal Containers' 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 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Emall-to-Case
- D. Customer Chatter groups
Answer: C
NEW QUESTION 72
Which solution should a consultant recommend?
- A. Enable the knowledge sidebar setting in the case support settings.
- B. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar related list on the case page layout.
- D. Create a visualforce page called knowledge sidebar on the case page layout.
- E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
Answer: B
NEW QUESTION 73
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 allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Case Auto -Response Rules
- B. Visual Workflow
- C. Omni -Channel
- D. Case Assignment Rules
Answer: C
NEW QUESTION 74
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Routeto agents staffing the assigned overflow queues.
- D. Route to agents with the least amount of active assigned work.
Answer: A,D
NEW QUESTION 75
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Elements can be used to update fields in the database.
- C. Apex code must be used to pass data to legacy systems.
- D. Only one version of a flow can be activated at a time.
- E. Apex code must be used to update fields in the database.
Answer: A,D,E
NEW QUESTION 76
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 cases to track the credit requests and route than to regional teams using assignment rules
- B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- C. Enable the self-service portal to generate logins for the hospital staff by region.
- D. Design a custom object to track credit requests and route them regionally using assignment rules
Answer: A
NEW QUESTION 77
Which support channel requires the smallest amount of agent work time?
- A. Web to case
- B. Chat
- C. Email to case
- D. Web self service
Answer: D
NEW QUESTION 78
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. Omni-Channel Supervisor tab
- D. Cases report sorted by Rep and Case CreatedDate
Answer: C
NEW QUESTION 79
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use an Apex trigger
- B. Use a case assignment rule
- C. Use a validation rule
- D. Use a workflow rule with an action
Answer: D
NEW QUESTION 80
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. On-Demand Email-to-Case
- B. Web-to-Case
- C. Salesforce for Outlook
- D. Email-to-Case
Answer: D
NEW QUESTION 81
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Order Management System
- C. Interactive Voice Response
- D. Automatic Call Distribution
Answer: C
NEW QUESTION 82
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Streamline the agent interface.
- C. Offer supports through Facebook and twitter.
- D. Implement team productivity dashboards.
Answer: A,B
NEW QUESTION 83
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 suggested articles on new cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable article customization for open cases.
- E. Create an email template to send articles as PDF attachments.
Answer: A,C,E
NEW QUESTION 84
Which solution can be used to improve call deflection?
- A. Community forum
- B. Assignment rules
- C. Web chat
- D. Case routing
- E. Knowledge base
Answer: C
NEW QUESTION 85
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set the publication status of the article tame to draft status
- B. Set up a zip file that contains the CSV, HTML, and image files.
- C. Set up the article actions and assign publishers to each action
- D. Create the data categories and set up the data category values.
- E. Create the custom fields for the slide type
Answer: B,C,D
NEW QUESTION 86
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Workflow-driven outbound messaging
- B. Schedule batch Apex processing job
- C. Visualforce page APEX SOAP async callout
- D. RESTful services with GET, POST, or PUT
Answer: A
NEW QUESTION 87
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Number of articles attached to a case
- D. Numberof cases escalated by agent
Answer: A,C
NEW QUESTION 88
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a bucket field on a report to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
Answer: B
NEW QUESTION 89
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Case Assignment
- C. Entitlements and Milestones
- D. Salesforce Console
Answer: C
NEW QUESTION 90
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Ensure that each image does NOT exceed the maximum of 25 MB
- B. Upload the images into Salesforce prior to importing the articles
- C. Include images in an .html file using the image tag and src attribute
- D. Convert all images to .jpeg, as this is the only supported file type
Answer: C
NEW QUESTION 91
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Salesforce Service-Cloud-Consultant Daily Practice Exam New 2021 Updated 350 Questions: https://drive.google.com/open?id=1ieONm8CdAj4TihFohyfZ2eetZShahRV_