Updated Feb-2024 100% Cover Real Service-Cloud-Consultant Exam Questions - 100% Pass Guarantee
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- 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.
- 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 # 103
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. Full Sandbox
- B. Developer Pro Sandbox
- C. Partial Copy Sandbox
- D. Administrator Sandbox
Answer: A,B,C
NEW QUESTION # 104
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 a workflow rule with an action
- B. Use a validation rule
- C. Use an Apex trigger
- D. Use a case assignment rule
Answer: A
NEW QUESTION # 105
A company has created a new onboarding process. An Agent must create ten open activities that align to a step
of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Provide a macro that will automatically create the activities when executed.
- B. Assign a single agent to create the activities on all new onboarding cases.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Add an object-specific custom quick action to create new activities.
Answer: A
NEW QUESTION # 106
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Accounts
- C. Leads
- D. Cases
Answer: B
NEW QUESTION # 107
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case age report type
- D. Create a report using the Case historical trending report type
Answer: A
Explanation:
Explanation
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports
NEW QUESTION # 108
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Queue-based routing
- C. Omni-channel Skills-based routing
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION # 109
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Service Console Macros
- B. Path for Cases
- C. Lightning Flow Component
- D. Lightning Guided Engagement
Answer: B
Explanation:
Explanation
Path for Cases is a feature that allows service reps to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Path for Cases can help a Tier 2 service representative take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them the current status and values of the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Path for Cases
NEW QUESTION # 110
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate open and closed cases without milestones and entitlements
- B. Migrate open and closed cases with milestones and entitlements
- C. Migrate closed cases with milestones and entitlements
- D. Migrate closed cases to a custom read-only object
Answer: C
NEW QUESTION # 111
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?
- A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- B. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- C. Create an FAQ article type and configure the enable suggested articles option in support settings.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: A
NEW QUESTION # 112
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Call Center Definition File creation
- B. CTI Adapter configuration
- C. Service Console case creation configuration
- D. Lightning Console enablement
Answer: A,B
Explanation:
Explanation
A CTI adapter is a software component that connects Salesforce to a phone system and enables features such as click-to-dial, screen pop, call logging, and call transfer. A call center definition file is an XML file that defines the settings and behaviors of the CTI adapter for Salesforce users. Both of these are key considerations for integrating a phone system with the Salesforce Service Console. Verified References: Salesforce Help: CTI Adapters and Salesforce Help: Call Center Definition Files
NEW QUESTION # 113
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 Article deliveries
- B. Assign Article types to the Community
- C. Configure Content Library permission
- D. Publish Articles to external channels
- E. Enable Public Solutions
Answer: B,D,E
NEW QUESTION # 114
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. On-Demand Email-to-Case
- B. Omni-Channel routing
- C. Web-to-Case forms
- D. Standard Email-to-Case
Answer: D
NEW QUESTION # 115
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based roles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION # 116
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Contact Salesforce to send a report on article efficacy.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Create a group of super users that will evaluate and manage articles.
- D. Send out a monthly survey to customers requesting feedback.
Answer: B
Explanation:
Explanation
The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified References: Knowledge Base Dashboards and Reports
NEW QUESTION # 117
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Service Console
- B. Lightning Utility Bar
- C. Quick Text
- D. Macros
Answer: D
NEW QUESTION # 118
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Queue-based routing
- C. Omni-channel Skills-based routing
- D. Chat Queue-based routing
Answer: B
NEW QUESTION # 119
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. Increased call routing accuracy
- C. Reduced issue resolution time
- D. Reduced support channels
- E. Optimized use of resources
Answer: A,C,E
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 # 120
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Outlook Integration
- D. Email-to-Case
Answer: D
NEW QUESTION # 121
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Update the case assignment rule to add the community member to the predefined case team.
- B. Change the org-wide default for cases and contacts internal access to private.
- C. Set up a sharing set to grant access based on the community member's contact record.
- D. Create a sharing rule to share the contact record with the community member.
Answer: C
Explanation:
Explanation
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5
NEW QUESTION # 122
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
- A. Social Conversation Component
- B. AppExchange solution
- C. Custom Lightning Component
- D. Omni-Channel
Answer: A
NEW QUESTION # 123
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: C
NEW QUESTION # 124
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. Account tabs and Cases tab
- B. Account tab with Cases related list
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: D
Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]
NEW QUESTION # 125
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Field Service Lightning
- C. Lightning Console
- D. Employee Community
Answer: B
NEW QUESTION # 126
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Community
- B. Email to Case
- C. Web to Case
- D. On Demand Email to Case
Answer: B
NEW QUESTION # 127
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Salesforce Service Cloud Consultant certification exam is a proctored exam that consists of 60 multiple-choice questions. Candidates have 105 minutes to complete the exam and must score at least 67% to pass. Service-Cloud-Consultant exam is available in English, Spanish, French, German, Italian, Japanese, Korean, Portuguese, and Simplified Chinese.
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