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Salesforce Service-Cloud-Consultant Exam is designed for professionals who are looking to validate their skills and knowledge in the field of customer service and support using Salesforce technology. Salesforce Certified Service cloud consultant certification is a critical requirement for those who want to demonstrate their expertise in implementing and managing customer service solutions using the Salesforce Service Cloud. Service-Cloud-Consultant exam is intended for consultants, administrators, and developers who are interested in pursuing a career in customer service and support.
NEW QUESTION # 36
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Sites
- B. Enterprise admin
- C. Partner portal
- D. Service Cloud portal (Customer Community)
Answer: A
NEW QUESTION # 37
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Assignment, escalation, and workflow rules are processed on inbound emails
- B. Follow-up emails and attachments related to a case are attached to the case
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: B,D
NEW QUESTION # 38
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. Case resolution time
- C. All open Cases by Priority
- D. All open cases by Channel
- E. All Cases closed Month-to-date
Answer: A,B,E
Explanation:
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview
NEW QUESTION # 39
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Benchmark the average cases per agent versus the team average across each case channel
- B. Track the average calls per day, average cases per agent, and average cases per case type.
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Track not promoter scores as part of an automated survey after case closure for every cote.
Answer: D
Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 40
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
- A. Actions & Recommendations component
- B. Global Shared Macro
- C. Personalised navigation menu
- D. Omni-Channel Utility widget
Answer: D
Explanation:
Explanation
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified References: : Omni-Channel Utility Widget
NEW QUESTION # 41
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. Standard Email-to-Case
- B. Web-to-Case forms
- C. Omni-Channel routing
- D. On-Demand Email-to-Case
Answer: A
NEW QUESTION # 42
Which feature should a Consultant configure to allow global Service Reps to call customers from within the
Lightning Service Console?
- A. Macros
- B. Lightning Dialer
- C. Open CTI
- D. Local Presence
Answer: B
NEW QUESTION # 43
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Optimized use of resources
- B. Increased call routing accuracy
- C. Reduced issue resolution time
- D. Reduced support channels
- E. Increased call deflection
Answer: A,C,D
NEW QUESTION # 44
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
- A. Experience Cloud sites
- B. Messaging In-app and Web (MIAW)
- C. Einstein Bots
Answer: B
Explanation:
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested.
MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.
NEW QUESTION # 45
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Social Customer Service
- B. Chat
- C. Web-to-case
- D. Email-to-case
Answer: D
Explanation:
Explanation
Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 46
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION # 47
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
- A. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
- B. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
- C. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
Answer: A
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
NEW QUESTION # 48
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. Email-to-Case
- B. Salesforce for Outlook
- C. Web-to-Case
- D. On-Demand Email-to-Case
Answer: A
NEW QUESTION # 49
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
- A. Entitlements and Milestones
- B. Reports and Dashboards
- C. Service Contracts
Answer: A
Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.
NEW QUESTION # 50
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?
- A. Manually update the corrupt data to correct it.
- B. Restore the data using the available backup.
- C. Use Data Loader to delete the corrupt data.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION # 51
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Number of closed cases on first call
- B. Number of new customers added
- C. Number of open cases per day
- D. Number of cases escalated
- E. Average number of days to close cases
Answer: C,D,E
NEW QUESTION # 52
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button on the Solutions tab.
- B. Require agents to create Knowledge articles when opening a case.
- C. Add the Submit Feedback button to articles.
- D. Allow agents to create Knowledge articles when closing a case.
Answer: D
NEW QUESTION # 53
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. Optimized use of resources
- C. Increased call routing accuracy
- D. Reduced issue resolution time
- E. Reduced support channels
Answer: A,B,D
Explanation:
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview
NEW QUESTION # 54
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Salesforce Service-Cloud-Consultant exam is a multiple-choice exam that consists of 60 questions. Candidates have 105 minutes to complete the exam and must score a minimum of 68% to pass. Service-Cloud-Consultant exam covers a range of topics such as designing and implementing Service Cloud solutions, managing cases and solutions, and configuring Salesforce Knowledge.
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