[Feb-2024] The Best Salesforce Service Cloud Consultant Service-Cloud-Consultant Professional Exam Questions
Try 100% Updated Service-Cloud-Consultant Exam Questions [2024]
NEW QUESTION # 37
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Process Builder
- B. Interaction Log
- C. Lightning Flow for service
- D. Path for Cases
Answer: C,D
Explanation:
Explanation
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified References: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]
NEW QUESTION # 38
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It includes blocked and abandoned calls.
- B. It captures the same informaion as First Call Resolution.
- C. It is the typical experience of a caller.
- D. It is skewed by calls that are quickly answered
Answer: D
Explanation:
Explanation
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. 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_call_center_metrics.htm&type=5
NEW QUESTION # 39
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?
- A. Configuration a Validation Rule to block on-click calling.
- B. Use Dynamic Forms to conditionally hide the one-click field.
- C. Set the Contact Do not Call field value to true.
- D. Configure Dialer to use Voicemail Crop by default.
Answer: C
Explanation:
Explanation
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5
NEW QUESTION # 40
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. Enable Live Agent in their community to chat with an agent.
- B. Install an adapter from AppExdiange to work with third-party cn systems.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Assign the correct Salesforce users to the Call Center.
- E. Create a softphone layout and assign to user profiles.
Answer: B,D,E
NEW QUESTION # 41
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. The Amde Type field is no longer accessible via SOQi or the API.
- B. Only Published articles are available in the API.
- C. URL formats for articles drffer between Classic and Lightning Knowledge.
- D. After the migration, an integration process that manages the articles' lifecyde by archiving and
- E. Users must have Modify AM permission to delete archived articles.
Answer: B,C
NEW QUESTION # 42
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Global Actions need to be on the publisher layout.
- B. Quick Actions must be enabled in the org.
- C. The specific Quick Action must be added to the Case Feed.
- D. The specific Quick Action must be added to the Case record page.
Answer: C,D
NEW QUESTION # 43
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Kanban
- B. Extremen Programming
- C. Scrum
- D. Lean Development
Answer: D
NEW QUESTION # 44
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- B. Create a Chatter group and invite the customer to join with an external chatter user.
- C. Create a Visualforce page on the customer community portal.
- D. Set up insert Article into Social post and enable the customer community portal.
Answer: A
Explanation:
Explanation
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
NEW QUESTION # 45
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- 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. Create a Visualforce page on the customer community portal.
Answer: C
NEW QUESTION # 46
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
- A. Social Conversation Component
- B. Custom Lightning Component
- C. AppExchange solution
- D. Omni-Channel
Answer: A
NEW QUESTION # 47
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Document the requirements gap and communicate development options to the project team
- B. Add development resources to the project team to build out the additional requirements.
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- D. Adjust the project scope to accommodate new requirements and continue with the original project schedule
Answer: A
NEW QUESTION # 48
When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case assignment rules
- C. Case queues
- D. Case custom reports
Answer: B,C
NEW QUESTION # 49
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.
- A. Hire more agents for the contact centers
- B. Configure entitlements and milestones to enforce SLAs
- C. Improve the training provided to existing agents
- D. Track social sentiment across social media outlets
Answer: A,C
NEW QUESTION # 50
When support agents are working on a case, the support manager at universal containers wants the agents to
see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Add these fields to the page layout and add the components to the highlights panel
- B. Remove these fields from the page layout and add the fields to the highlights panel
- C. Remove these fields from the page layout and add the components to the highlights panel.
- D. Add the fields to the page layout and add the fields to the highlights panel.
Answer: D
NEW QUESTION # 51
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. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- B. Configure the case list under custom console components so users can view the list view along with the case view
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
Answer: C
NEW QUESTION # 52
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers
- A. Web Chat
- B. Chatter Group
- C. Einstein Bots
- D. Call Center Agent
Answer: C,D
Explanation:
Explanation
Einstein Bots and Call Center Agents are two places where the messages can be routed to. Einstein Bots are automated chat agents that can handle common customer requests, such as checking order status, resetting passwords, or updating information. Call Center Agents are human agents who can take over the conversation from Einstein Bots when more complex or personalized assistance is needed. Verified References: : Einstein Bots Overview : : Call Center Agents Overview
NEW QUESTION # 53
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contracts, contract line Items, and entitlements
Answer: A
Explanation:
Explanation
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 54
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge Component to the Case record page.
- B. Add Knowledge Data Categories to each Case.
- C. Add the Knowledge tab to the Service Console.
- D. Add the Knowledge related list to the Case record page.
Answer: A
Explanation:
Explanation
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
NEW QUESTION # 55
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