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To be eligible for the Salesforce Service-Cloud-Consultant exam, you need to have a minimum of six months of experience in implementing and configuring Salesforce Service Cloud. You should also have a good understanding of customer service processes and practices. It is recommended that you have completed the Salesforce Administrator certification before attempting the Service-Cloud-Consultant exam.
Salesforce Service-Cloud-Consultant certification exam is a highly sought-after credential that is designed to validate the knowledge and skills of individuals who work in the service and support domain. Salesforce Certified Service cloud consultant certification is specifically aimed at professionals who are responsible for designing, implementing, and maintaining customer service solutions using Salesforce technologies. Service-Cloud-Consultant exam assesses the candidate’s ability to configure and manage Salesforce Service Cloud applications, as well as their understanding of best practices for customer service operations.
NEW QUESTION # 25
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Omni Channel
- C. Live Agent
- D. Case Assignment Rules
Answer: B
NEW QUESTION # 26
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the Case Snapshot report type.
- B. Create a report using the Case Age report type.
- C. Create a report using the Case Historical Trending report type.
- D. Create a report using the Case Lifecycle report type.
Answer: A
Explanation:
Explanation
Creating a report using the Case Snapshot report type is a reporting solution that can help the manager compare the amount of time that cases have spent within each status during their lifecycle. The Case Snapshot report type shows the case status and the number of days that the case was in each status. The Case Snapshot report type can help identify bottlenecks and inefficiencies in the case resolution process. Verified References:: https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_case_snapshot.htm&type=5
NEW QUESTION # 27
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Average handle time
- B. Upsell percentage
- C. First call resolution
- D. Customer retention
Answer: A,C
NEW QUESTION # 28
Milestones can be added to which two Object types?
Choose 2 answers
- A. Account
- B. Last
- C. Case
- D. Work Order
Answer: C,D
Explanation:
Explanation
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
NEW QUESTION # 29
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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. On-Demand Email-to-case
- C. Web to case forms
- D. Omni channel routing
Answer: B
NEW QUESTION # 30
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Data Import Wizard
- B. Mass Transfer Records
- C. Change Sets
- D. Data Loader
Answer: C,D
Explanation:
Explanation
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5
NEW QUESTION # 31
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use the data loader to import unstructured articles
- B. Use change sets to import data categories
- C. Create a separate .csv for each article type
- D. Map articles with HTML sections to rich text area fields
Answer: A,D
NEW QUESTION # 32
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Last modified date and frequent search terms
- B. Original creation date and total number of article views
- C. Original creation date and average rating of articles
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION # 33
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?
- A. Time-based Workflow Rules
- B. Milestone Actions
- C. Scheduled Reports
- D. Process Builder Scheduled Actions
Answer: C
NEW QUESTION # 34
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Use the Files Related List on each article to add files to your articles.
- B. Upload the files as Documents, then relate them to the migrated Articles.
- C. Post the Files to the Chatter Feed on each Article.
- D. Use the Lightning Knowledge Migration Tool and choose 'include files'.
Answer: B
NEW QUESTION # 35
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. Rename the Visualforce page to "Lightning Knowledge"
- C. Remove Apex code references to the ArticleType field.
- D. Configure the Visualforce page to use the Lightning Design System.
Answer: B,D
NEW QUESTION # 36
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Disable the Interactive Voice Response (IVR) system.
- B. Update the case status field values.
- C. Route cases to agents in an alternate center.
- D. Monitor service level agreements (SLAs) and notify customers.
- E. Deliver training on case handling for contingent staff.
Answer: C,D,E
NEW QUESTION # 37
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. External Objects
- B. Salesforce Connect
- C. Middle-tier integration
- D. Custom Objects
Answer: A,B
NEW QUESTION # 38
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 Linked Articles
- B. Most Revised Articles
- C. Top Articles sorted descending
- D. Search Activity Gaps
Answer: A
NEW QUESTION # 39
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?
- A. Milestones
- B. Service contracts
- C. Assets
- D. Cases
Answer: B
NEW QUESTION # 40
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Salesforce Certified Service cloud consultant exam is intended for experienced Salesforce professionals who have a strong understanding of Salesforce products and services. Candidates should have experience with Service Cloud implementation and should have a good understanding of customer service best practices. Service-Cloud-Consultant exam is designed to validate the candidate’s knowledge of Service Cloud functionality and their ability to design and implement Service Cloud solutions.
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