[Sep 24, 2021] Service-Cloud-Consultant Ultimate Study Guide - Free4Torrent
Ultimate Guide to Prepare Service-Cloud-Consultant Certification Exam for Salesforce Service Cloud Consultant in 2021
NEW QUESTION 88
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case Feed.
- B. The specific Quick Action must be added to the Case record page.
- C. Global Actions need to be on the publisher layout.
- D. Quick Actions must be enabled in the org.
Answer: A,B
NEW QUESTION 89
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It does NOT require a software install for each call center user on a Windows-based PC.
- B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- D. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
Answer: C,D,E
NEW QUESTION 90
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Average call handle time by team
Answer: B,C
NEW QUESTION 91
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Better reporting
- C. Simpler and easier to configure
- D. Access to custom objects
Answer: A,B,D
NEW QUESTION 92
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help
desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to
determine the quality of the articles? (Choose 2)
- A. Report on the articles attached in cases.
- B. Report on agent feedback on articles
- C. Report on articles followed in Chatter.
- D. Report on agent ratings on articles
Answer: A,D
NEW QUESTION 93
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?
- A. Create an approval process to ensure only the appropriate cases get escalated.
- B. Create a custom trigger to generate history when cases get escalated between tiers.
- C. Create a case report to show all cases across tiers filtered by an escalation flag.
- D. Create a case report to show the number of cases for each tier and sort them by case owner.
Answer: C
NEW QUESTION 94
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of cases in each status
- C. Number of solutions created per agent
- D. Number of cases by type by owner
Answer: A,D
NEW QUESTION 95
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. Case Milestones
- C. Case Escalation
- D. Entitlements
Answer: D
NEW QUESTION 96
Which configuration item must be created when implementing Lightning Knowledge?
- A. Record Types
- B. Attachment Types
- C. File Types
- D. Article Types
Answer: A
NEW QUESTION 97
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure article types for each kind of content
- B. Define approval processes for each product
- C. Configure data category values for each product
- D. Configure workflow rules for each data category
- E. Define approval processes for each article type
Answer: A,C,D
NEW QUESTION 98
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. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that
matches its structure and content. - C. 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. - D. 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.
Answer: C
NEW QUESTION 99
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
- A. Create a single Dashboard with a Case Team filter.
- B. Create a Dashboard for each Region.
- C. Create a single Dashboard with a Region filter.
- D. Create a Dashboard for each Case Team.
Answer: C
NEW QUESTION 100
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. Time spent by account year-to-date
- B. Escalated cases by account month-to-date
- C. New cases opened by account channel
- D. High priority cases opened by account month-to-date
Answer: B,D
NEW QUESTION 101
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Configure LiveMessage
- B. Create quick actions
- C. Activate quick test
- D. Deploy Pre-Chat form
Answer: C,D
NEW QUESTION 102
Universal Containers is implementing an entitlement process to measure customer service level agreements
(SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Identifying the customer contact associated with a particular stage of a service contract
- B. Displaying whether a case response complies with a customer's service level agreement
- C. Monitoring the case escalation rule queue to confirm service levels are met
- D. Representing metrics such as first-response and resolution time on cases
Answer: B,D
NEW QUESTION 103
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Configure Macros
- B. Enable Keyboard shortcuts
- C. Define criteria-based record page components
- D. Create multiple Console layouts
Answer: B
NEW QUESTION 104
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, approve, publish, consume, feedback
- B. Create, publish, feedback, approve, consume
- C. Create, consume, feedback, approve, publish
- D. Create, feedback, publish, approve, consume
Answer: A
NEW QUESTION 105
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- D. Create an API integration between Salesforce and the telephony system.
Answer: C
NEW QUESTION 106
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. Convert all images to .jpeg, as this is the only supported file type
- B. Ensure that each image does NOT exceed the maximum of 25 MB
- C. Include images in an .html file using the image tag and src attribute
- D. Upload the images into Salesforce prior to importing the articles
Answer: C
NEW QUESTION 107
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Lightning Dialer
- B. Open CTI
- C. Local Presence
- D. Macros
Answer: A
NEW QUESTION 108
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Use integrated voice response
- C. Use suggested Knowledge articles
- D. Increase the Call-to-Order ratio
Answer: B,C
NEW QUESTION 109
......
Salesforce Service Cloud Consultant Fundamentals-Service-Cloud-Consultant Exam-Practice-Dumps: https://www.free4torrent.com/Service-Cloud-Consultant-braindumps-torrent.html
Use Real Service-Cloud-Consultant Dumps - Salesforce Correct Answers: https://drive.google.com/open?id=1nVGh7huxM5b1xaBx7wDDGfP4lMBEAtTA