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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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NEW QUESTION 96
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Ask sales reps to respond to support Cases.
- C. Add more support phone lines.
- D. Limit Customers to 5 Cases per day.
Answer: A
NEW QUESTION 97
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Communities
- B. Mass email
- C. Salesforce Chat
- D. Public groups
Answer: A,C
NEW QUESTION 98
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Develop and publish a knowledge management system
Answer: B
NEW QUESTION 99
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. Upload the files as documents, then relate them to the migrated articles.
- B. Post the files to the chatter feed on each article.
- C. Use the files related list on each article to add files to your articles.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: C
NEW QUESTION 100
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use an assignment rule to assign new cases to the product manager
- B. Use an escalation rule to move cases into the product manager queue
- C. Use Chatter case feed and case teams to monitor cases
- D. Use a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION 101
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Kanban
- B. Agile
- C. Waterfall
- D. Force.com IDE
Answer: B
NEW QUESTION 102
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. On-Demand Email-to-case
- B. Web to case forms
- C. Omni channel routing
- D. Standard email to case
Answer: A
NEW QUESTION 103
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they
use?
- A. On Demand Email to Case
- B. Community
- C. Email to Case
- D. Web to Case
Answer: C
NEW QUESTION 104
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 case page layouts for each interaction channel and assign them to different agent profiles.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need. - D. Create multiple Salesforce Console for Service applications and configure them based on user's
requirements.
Answer: D
NEW QUESTION 105
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements
listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate agents to Force.com Connect Offline during deployment
- B. Deploy in phases using countries as pilots
- C. Migrate case data and deploy to all users at office
- D. Deploy based on the number of trainers available
Answer: B
NEW QUESTION 106
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Hide the Article Management tab for users who should have read-only access to articles.
- B. Set the organization-wide default to private and create sharing rules for the FAQ article type
- C. Enable the Manage Articles permission for the publisher profile and assign it to users
- D. Create a publisher profile that includes create access on the FAQ article type.
Answer: C,D
NEW QUESTION 107
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Create a Chatter group and invite the customer to join with an external chatter user.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: C
NEW QUESTION 108
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Service Level Agreement
- B. Net promoter Score
- C. Customer Support Requests
- D. Customer Purchase History
- E. customer satisfaction Survey
Answer: B,D,E
NEW QUESTION 109
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
- A. Update case assignment rules to route more cases to Agent A
- B. Review case history and activities for Agents B and C
- C. Document and share the practices of Agent A with the team via knowledge articles
- D. Lower the target for entire team to that of Agent A
- E. Build a dashboard to display individual performance by agent versus the team goal
Answer: B,C,E
NEW QUESTION 110
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Twitter Macro
- B. The Case Feed
- C. The Social Feed
- D. A Custom Component
Answer: B
NEW QUESTION 111
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Evolving content-based product lifecycles
- B. Creating content as a result of solving issues
- C. Rewarding learning, collaboration, sharing and improving.
- D. Developing a knowledge base on the experience of an individual
Answer: B,C
NEW QUESTION 112
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