[Mar 09, 2022] Verified Service-Cloud-Consultant dumps and 368 unique questions
Service-Cloud-Consultant Dumps for Pass Guaranteed - Pass Service-Cloud-Consultant Exam 2022
Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Case Management 11%
- Implementation Strategies 19%
- Industry Knowledge 22%
- Contact Center Analytics 5%
- Knowledge Channels 9%
- Interaction Channels 9%
NEW QUESTION 67
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Entitlements
- B. Omni-Channel
- C. Case Milestones
- D. Case Escalation
Answer: A
NEW QUESTION 68
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Customize the Lightning Console chat page.
- C. Configure a Live Chat Validation Rule.
- D. Configure Lightning Guided Engagement.
Answer: A
NEW QUESTION 69
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION 70
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create the necessary objects in Salesforce.
- B. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- C. Create a Salesforce Case to have Omni-Channel enabled.
- D. Customize service channel settings to define how the organization receives work from various
Answer: B
NEW QUESTION 71
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Reduces incoming call volume
- C. Replaces the need for an email channel
- D. Uncovers gap in the knowledge base
Answer: B,C
NEW QUESTION 72
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Custom indexes
- B. Custom search
- C. Tiered data strategy
- D. Record types
- E. Divisions
Answer: A,C,E
NEW QUESTION 73
The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case age report type
- C. Create a report using the Case Lifecyle report type
- D. Create a report using the Case snapshot report type
Answer: C
NEW QUESTION 74
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Agent utilization
- B. Number of calls offered
- C. Quality monitoring score
- D. Schedule adherence
Answer: A,D
NEW QUESTION 75
What is a benefit of a customer community? Choose 2 answers.
- A. Eliminates the need to track service level agreements
- B. Eliminates the need for support agents
- C. Enables customers to log inquires without contacting an agent
- D. Reduces incoming call volume
Answer: C,D
NEW QUESTION 76
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 a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: C
NEW QUESTION 77
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators
(KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help
executive management understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION 78
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. Create a softphone layout and assign to user profiles.
- B. Assign the Salesforce CTI license to Salesforce users.
- C. Enable Live Agent in their community to chat with an agent.
- D. Install an adapter from AppExdiange to work with third-party on systems.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,D,E
NEW QUESTION 79
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on agent ratings on articles
- B. Report on agent feedback on articles
- C. Report on the articles followed in Chatter
- D. Report on the articles attached to cases
Answer: A,D
NEW QUESTION 80
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?
- A. Configure the case list under custom console components so users can view the list view along with the
case view - B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in
the console - C. Build a customer visual force page with the list view and assign it to the console sidebar.
- D. Recommend opening the case list view in a separate browser tab and use the window alongside the case
view
Answer: B
NEW QUESTION 81
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Create a group of super users that will evaluate and manage articles.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Send out a monthly survey to customers requesting feedback.
- D. Contact Salesforce to send a report on article efficacy.
Answer: B
NEW QUESTION 82
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. Cases
- C. Assets
- D. Service contracts
Answer: D
NEW QUESTION 83
The Universal Container's customer support organization has implemented knowledge, knowledge centered
support (KCS) in its call center. However, the call center management thinks that agents are not contributing
new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles approved for publication
- B. Create a dashboard for articles submitted by agents & approved for publication
- C. Require agents to check a box on case when submitting a new suggested article
- D. Measure & reward agents based on the # of new articles submitted for approval
Answer: B,D
NEW QUESTION 84
......
Latest 100% Passing Guarantee - Brilliant Service-Cloud-Consultant Exam Questions PDF: https://www.topexamcollection.com/Service-Cloud-Consultant-vce-collection.html
Service-Cloud-Consultant Exam Dumps - Try Best Service-Cloud-Consultant Exam Questions: https://drive.google.com/open?id=1naC9tAEIHu-6ZLNRcSSWf-xN6-p9g7qu
