Unique Top-selling Service-Cloud-Consultant Exams - New 2021 Salesforce Pratice Exam
Salesforce Service Cloud Consultant Dumps Service-Cloud-Consultant Exam for Full Questions - Exam Study Guide
NEW QUESTION 168
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 correct Salesforce users to the Call Center.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Enable Live Agent in their community to chat with an agent.
- E. Install an adapter from AppExdiange to work with third-party cn systems.
Answer: A,B,E
NEW QUESTION 169
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Hire additional support agents
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 170
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. Omni-channel
- B. Entitlements
- C. Case milestones
- D. Case escalation
Answer: A,B,D
NEW QUESTION 171
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Send email notifications to all Customers to join the Community.
- B. Identify active Customers and send them registration instructions via email.
- C. Have agents manually create Users when Community access is requested by Customers.
- D. Have agents provide Customers with Community registration instructions when working a case.
Answer: B,D
NEW QUESTION 172
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On a new tab in the agent's browser
- B. On the footer of the Lightning Console
- C. On the Highlights Panel of a Primary tab
- D. On the left sidebar of Salesforce Classic
Answer: B,D
NEW QUESTION 173
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. First call resolution
- C. Average handle time
- D. Service level agreement
Answer: A,B
NEW QUESTION 174
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. Deploy based on the number of trainers available
- B. Deploy in phases using countries as pilots
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Migrate case data and deploy to all users at office
Answer: B
NEW QUESTION 175
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Automatic Call Distribution
- C. Customer Community
- D. Service Cloud Console
Answer: A,C
NEW QUESTION 176
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. 0
- C. You cannot import Assets via Import Wizard
- D. 100,000
- E. 1
Answer: C
NEW QUESTION 177
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Assignment of email to a case queue based on subject
- B. Cross-sell promotions for agents
- C. Field validation during case creation
- D. Caller verification and creation of a new case
- E. Decision-based troubleshooting for agents
Answer: B,D,E
NEW QUESTION 178
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Utility Bar
- D. Open multiple case records as tabs and sub tabs
Answer: A,B
NEW QUESTION 179
A company has a requirement to keep all emails behind their firewall, they have 200 agents.
What should they use?
- A. Community
- B. Email to Case
- C. On Demand Email to Case
- D. Web to Case
Answer: B
NEW QUESTION 180
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. Post the files to the chatter feed on each article.
- B. Upload the files as documents, then relate them to the migrated articles.
- 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 181
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case Feed.
- B. The specific Quick Action must be added to the Case record page.
- C. Global Actions need to be on the publisher layout.
- D. Quick Actions must be enabled in the org.
Answer: A,B
NEW QUESTION 182
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: B,C
NEW QUESTION 183
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Hire additional support agents
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 184
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce import wizard to load and cleanse the data.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Cleanse the data outside of Satesfbrce and then migrate the data.
Answer: D
NEW QUESTION 185
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact
center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Average call handle time by team
Answer: B,C
NEW QUESTION 186
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is created via Email-To-Case this user is assigned as the case owner
- B. When a case is escalated this user is listed in the case history
- C. When a case is created via Web-To-Case this user is listed in the case history
- D. When an email notification is triggered via workflow this user is listed in the case history
- E. When a case is automatically assigned using assignment rules this user is listed in the case history
Answer: B,C,E
NEW QUESTION 187
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Answer: A,C
NEW QUESTION 188
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