[Sep 03, 2021] Service-Cloud-Consultant Dumps Full Questions - Exam Study Guide
Salesforce Service Cloud Consultant Free Certification Exam Material from ExamcollectionPass with 350 Questions
NEW QUESTION 36
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: B,C
NEW QUESTION 37
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Redirect users from the company site to social media forums about the products.
- B. Hire contact center representatives that specialize in each of the product categories.
- C. Make knowledge base articles and community answers accessible on its website.
- D. Make contact center representatives accessible 24/7 to distribute the call volume.
Answer: C
NEW QUESTION 38
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can
work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Utility Bar
- D. Open multiple case records as tabs and sub tabs
Answer: A,B
NEW QUESTION 39
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Validation Rules for article record types to verify all fields during creation.
Answer: A,D
NEW QUESTION 40
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. Add the fields to the page layout and add the fields to the highlights panel.
- B. Remove these fields from the page layout and add the fields to the highlights panel
- C. Remove these fields from the page layout and add the components to the highlights panel.
- D. Add these fields to the page layout and add the components to the highlights panel
Answer: A
NEW QUESTION 41
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- B. Document the requirements gap and communicate development options to the project team
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- D. Add development resources to the project team to build out the additional requirements.
Answer: B
NEW QUESTION 42
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Provide a timeline that addresses all the requirements.
- B. Prioritize the requirements based on who submitted them.
- C. Organize the requirements from largest to smallest.
- D. Identify the requirements needed for initial GoLive.
Answer: D
NEW QUESTION 43
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Deletes posts
- C. Returns a link that returns a post with the same reference
Answer: C
NEW QUESTION 44
Which two configuration steps are required before quick actions can be used in Macros?
- A. The specific quick action must beadded to the case Feed.
- B. Global Actions needs on the publisher layout.
- C. The specific quick action must be added to the case record Type.
- D. Quick Actions must be enabled in the org.
Answer: A,D
NEW QUESTION 45
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Configure IVR auto response
- B. Install CTI adapter using open CTI
- C. Configure call center definition
- D. Assign users to a call center
- E. Deploy Call Center Directory
Answer: B,C,D
NEW QUESTION 46
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Coach users on minimizing open console tabs.
- C. Ensure each laptop has a modern browser installed.
- D. Add additional components to the Lightning console.
Answer: B,C
NEW QUESTION 47
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Set up an intuitive Data Category hierarchy
- B. Require that an article be added when closing a case
- C. Restrict the Manage Articles user permission
- D. Enable and configure wildcards for article searches
Answer: A,C
NEW QUESTION 48
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. Create an email template to send articles as PDF attachments.
- B. Enable article submission during case close.
- C. Enable article customization for open cases.
- D. Enable suggested articles on new cases.
- E. Enable agents to create their own personal articles.
Answer: A,B,D
NEW QUESTION 49
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Lightning Knowledge
- B. Visual Workflow
- C. Process Builder
- D. Macros
Answer: C
NEW QUESTION 50
Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of approved articles
- B. Number of article votes
- C. Number of customer ratings
- D. Number of archived articles
Answer: B
NEW QUESTION 51
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service
Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Partial Copy Sandbox
- B. Developer Pro Sandbox
- C. Full Sandbox
- D. Administrator Sandbox
Answer: A,B,C
NEW QUESTION 52
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- B. Use Web Services API to integrate the external database with Salesforce
- C. Use Bulk API to load the product bug data into Salesforce
- D. Create a custom product bug object and import data into Salesforce
Answer: A,B
NEW QUESTION 53
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Adds a related comment to the case
- B. Adds an activity or sends an email from the case record
- C. All of the above
- D. Reads the case
- E. Edits the case
Answer: E
NEW QUESTION 54
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
- A. Contact Salesforce to have Omni Channel enabled.
- B. Assign Users to the Omni Channel Feature License.
- C. Assign Users to Omni Channel permissions.
- D. Enable Omni Channel in Setup.
Answer: D
NEW QUESTION 55
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable the Service Cloud Console and Knowledge sidebar for agents.
- B. Enable and use Chatter feed tracking on the case object.
- C. Create case teams and introduce swarming to resolve cases.
- D. Create escalation rules to re-assign cases after SLAs have expired.
Answer: B,C
NEW QUESTION 56
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. Interactive Voice Response
- B. Automatic Call Distribution
- C. Order Management System
- D. Computer Telephony Integration
Answer: A
NEW QUESTION 57
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable web -to -case on their public website.
- C. Enable Live Agent in their community to chat with an agent.
- D. Use a community template to set up their customer community.
Answer: A,D
NEW QUESTION 58
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