Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 71:

  Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

  A. Assign users to a Permission Set granting the Service User license.

  B. Assign users to a Permission Set with access to the service console app.

  C. Assign users the Service User license on their User record.

  D. Assign users to a Public Group with access to the service console app.

  Correct Answer: BC

• Question 72:

  Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.

  A service center uses multiple channels to support customers, including phone, Email-to- Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

  What is the recommended method to consistently capture new caller details?

  A. Use a global quick action to capture details.

  B. Use an auto-launched flow to capture details.

  C. Use a new customer Path on Contact to capture details.

  D. Use Open CTI with Pop to flow to capture details.

  Correct Answer: B

• Question 73:

  Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use?

  A. Change Sets

  B. Mass Transfer Records

  C. Data Loader

  D. Manual configuration

  Correct Answer: A

• Question 74:

  Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?

  A. Configure Process Builder / Configure flow Builder

  B. Activate a Validation Rule

  C. Define Case Escalation Rules

  D. Create a Case Macro

  Correct Answer: A

• Question 75:

  Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers

  A. Remove Apex code references to the Article RecordType field.

  B. Configure the Visualforce page to use the Lightning Design System.

  C. Rename the Visualforce page to "Lightning Knowledge"

  D. Remove Apex code references to the ArticleType field.

  Correct Answer: BC

• Question 76:

  Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

  A. Set up Milestones.

  B. Enable Work Orders.

  C. Create an Entitlement Process.

  D. Configure Service Contracts.

  Correct Answer: AC

• Question 77:

  Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.

  Which Knowledge dashboard should a consultant use?

  A. Most Revised Articles

  B. Most Linked Articles

  C. Top Articles sorted descending

  D. Search Activity Gaps

  Correct Answer: B

• Question 78:

  If you delete a case, which two also get deleted? (Choose two answers)

  A. Account

  B. Solution

  C. Event

  D. Attachments

  Correct Answer: CD

• Question 79:

  The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?

  A. An email to case inquiry

  B. On-demand email to case

  C. While holding for a support agent

  D. Web-to-case question

  Correct Answer: A

• Question 80:

  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. Omni-channel Skills-based routing

  B. Live Agent Queue-based routing

  C. Omni-channel Queue-based routing

  D. Case Skills-based Assignment Rules

  Correct Answer: B