A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
A. Add the entitlements related list to contact records
B. Add the entitlement contacts related list to account records
C. Add the assets related list to contact records
D. Add the service contract related list to contact records
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. Convert all images to .jpeg, as this is the only supported file type
D. Include images in an .html file using the image tag and src attribute
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to determine if a customer has escalated a case in the past
B. Ability to specify unique service levels for each customer
C. Ability to prompt callers for the service contract number within IVR menus
D. Ability to enforce service levels with the time-dependent processes
What are two benefits of deploying Knowledge in Customer Communities?
A. Reduces incoming call volume
B. Replaces the need for an email channel
C. Eliminates tracking of customer entitlements
D. Uncovers gap in the knowledge base
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
A. Visual Studio Code and change sets
B. Mass Transfer Records, change sets, and Visual Studio Code
C. Visual Workflow, data loader, and Force.com IDE
D. Data loader, change sets, and Force.com Excel Connector
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
A. Cleanse the data outside of Salesforce and then migrate the data.
B. Use the Salesforce data loader to load and cleanse the data.
C. Use the Salesforce import wizard to load and cleanse the data.
D. Upload the data into Salesforce and then run data cleansing tools.
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 bucket field on a report to calculate the percentage of escalated cases
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
C. Create a formula field on the case record to calculate percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
A. Add the Knowledge Component to the Service Console.
B. Add the Knowledge tab to the Console app.
C. Create email templates with Knowledge Articles attached.
D. Add the Suggested Article widget to the Case page layout.
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
A. Install an adapter from AppExdiange to work with third-party CTI systems.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the correct Salesforce users to the Call Center.
D. Create a softphone layout and assign to user profiles.
E. Assign the Salesforce CTI license to Salesforce users.
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only Salesforce exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your SERVICE-CLOUD-CONSULTANT exam preparations and Salesforce certification application, do not hesitate to visit our Vcedump.com to find your solutions here.