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NEW QUESTION 151
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts,
open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Prepare, Plan, Text, Execute, Validate
- B. Plan, Prepare, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Text
- D. Prepare, Plan, Validate, Execute, Text
Answer: B
NEW QUESTION 152
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. The Social Feed
- B. A Twitter Macro
- C. A Custom Component
- D. The Case Feed
Answer: D
NEW QUESTION 153
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Use cases to track the credit requests and route than to regional teams using assignment rules
- B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- C. Enable the self-service portal to generate logins for the hospital staff by region.
- D. Design a custom object to track credit requests and route them regionally using assignment rules
Answer: A
NEW QUESTION 154
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. Assign the correct Salesforce users to the Call Center.
- B. Create a softphone layout and assign to user profiles.
- C. Enable Live Agent in their community to chat with an agent.
- D. Install an adapter from AppExdiange to work with third-party cn systems.
- E. Assign the Salesforce CTI license to Salesforce users.
Answer: A,B,D
NEW QUESTION 155
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Create a custom object for each step in the process
- B. Use Visualforce to create a wizard for each process
- C. Use Visual Workflow to streamline the process
- D. Organize the fields on the page layout to match each process
Answer: C,D
NEW QUESTION 156
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Partner Communities with Knowledge.
- B. Implement Employee Communities with Content.
- C. Implement Customer Communities with Content.
- D. Implement Customer Communities with Knowledge.
Answer: D
NEW QUESTION 157
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of
users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can download and view content
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can be part of a case team
Answer: C
NEW QUESTION 158
A company has a requirement to keep all emails behind their firewall, they have 200 agents.
What should they use?
- A. Community
- B. Web to Case
- C. Email to Case
- D. On Demand Email to Case
Answer: C
NEW QUESTION 159
Universal Containers is implementing an entitlement process to measure customer service level agreements
(SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Displaying whether a case response complies with a customer's service level agreement
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Representing metrics such as first-response and resolution time on cases
- D. Monitoring the case escalation rule queue to confirm service levels are met
Answer: A,C
NEW QUESTION 160
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- B. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- C. Configure the new app m developer org and use an unmanaged package to deploy to production.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: C
NEW QUESTION 161
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
Answer: D
NEW QUESTION 162
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. Lightning External Apps Starter
- C. Customer Community
- D. High Volume Customer Portal
Answer: C
NEW QUESTION 163
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
- B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- D. Set up IVR with an automated response for customers affected by the recall to defect calls.
Answer: D
NEW QUESTION 164
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 165
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Custom report
- B. Custom related list
- C. Custom Visual force page
- D. Customer view of case tab
Answer: C
NEW QUESTION 166
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Change Sets
- B. Data Import Wizard
- C. Data Loader
- D. Mass Transfer Records
Answer: A,D
NEW QUESTION 167
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. Standard Email-to-Case
- C. Web-to-Case forms
- D. Omni-Channel routing
Answer: B
NEW QUESTION 168
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of cases in each status
- C. Number of cases by type by owner
- D. Number of solutions created per agent
Answer: A,C
NEW QUESTION 169
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 roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION 170
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. Partial Copy Sandbox
- B. Full Sandbox
- C. Administrator Sandbox
- D. Developer Pro Sandbox
Answer: A,B,D
NEW QUESTION 171
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?
- A. Use entitlements to define a process and milestones
- B. Use case teams to close
- C. Use escalation rules
Answer: A
NEW QUESTION 172
The Universal Containers support center management team would like to leverage Salesforce functionality to
improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Create escalation rules to re-assign cases after SLAs have expired.
- B. Enable and use Chatter feed tracking on the case object.
- C. Enable the Service Cloud Console and Knowledge sidebar for agents.
- D. Create case teams and introduce swarming to resolve cases.
Answer: B,D
NEW QUESTION 173
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Case hover
- B. Quick Text
- C. Multi -monitor support
- D. Keyboard Shortcuts
- E. Dynamic list updates
Answer: C,D,E
NEW QUESTION 174
Which configuration item must be created when implementing Lightning Knowledge?
- A. Record Types
- B. Article Types
- C. Attachment Types
- D. File Types
Answer: A
NEW QUESTION 175
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Order Management System
- C. Interactive Voice Response
- D. Automatic Call Distribution
Answer: C
NEW QUESTION 176
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