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Dumpsinfo is a good website providing the latest exams information and dumps questions for all hot IT certification exams, such as Microsoft, Cisco, Huawei, IBM, VMware, Fortinet, and so on. Features of Dumpsinfo’s products Instant Download Free Update in 3 Months Money back guarantee PDF and Software 24/7 Customer Support Besides, Dumpsinfo also provides unlimited access. You can get all Dumpsinfo files at lowest price. Salesforce Certified Service cloud consultant Service Cloud Consultant exam free dumps questions are available below for you to study. Full version: Service Cloud Consultant Exam Dumps Questions 1. Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required . Which solution should a Consultant suggest to improve the efficiency of console users? A. Enable Keyboard shortcuts B. Define criteria-based record page components C. Configure Macros D. Create multiple Console layouts Answer: A 2. 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 1 / 13 https://www.dumpsinfo.com/vendors/microsoft/ https://www.dumpsinfo.com/vendors/cisco/ https://www.dumpsinfo.com/vendors/huawei/ https://www.dumpsinfo.com/vendors/ibm/ https://www.dumpsinfo.com/vendors/vmware/ https://www.dumpsinfo.com/vendors/fortinet/ https://www.dumpsinfo.com/unlimited-access/ https://www.dumpsinfo.com/exam/service-cloud-consultant * 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 case data and deploy to all users at office B. Migrate agents to Force.com Connect Offline during deployment C. Deploy in phases using countries as pilots D. Deploy based on the number of trainers available Answer: C 3. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production. How should a consultant correct this problem? A. Grant Authors access to the FAQ record type. B. Add Authors to the FAQ Data Category. C. Grant Authors access to the FAQ article type. D. Set Article Org Wide Default to Public ReadWrite. Answer: A 4. Customer Community to provide customers with a self-service option for support . Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers A. Allows customers to customize their user interface B. Allows customers the ability to collaborate C. Allows customers to customize reports and dashboards D. Allows customers to search a knowledge base. Answer: B,D 5. 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. Omni-Channel B. Social Conversation Component C. AppExchange solution D. Custom Lightning Component Answer: B 6. Which three processes are uses case for Visual Workflow? Choose 3 answers A. Cross-sell promotions for agents B. Decision-based troubleshooting for agents C. Assignment of email to a case queue based on subject D. Caller verification and creation of a new case E. Field validation during case creation Answer: A,B,D 7. Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. 2 / 13 Which method should a consultant recommend for importing this data into universal containers service cloud instance A. Bulk Data Transfer API B. Java Language Specific Toolkit C. Data Integration via SOAP API D. Cloud-to-Cloud Integration Toolkit Answer: A 8. 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. Customer Community C. High Volume Customer Portal D. Lightning External Apps Starter Answer: B 9. When a Self Service Portal User adds a Case Comment the following actions take place: A. An email is automatically sent to the case owner B. A Workflow rules is activated C. An Assignment Rule is Activated D. None of the above Answer: A 10. Using standard case management capabilities, what can be emailed to a customer as a PDF attachment? A. Articles appearing in the Knowledge sidebar B. Products and assets associated to the case C. Knowledge articles attached to the case D. Contract details related to the entitlement Answer: C 11. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? Choose 3 answers A. Attachments and .html files in Classic Knowledge are moved to the Files object. B. Visualforce pages refer to Classic article types. C. Each article must be associated to a record type. D. Approval process history migrate to Lightning Knowledge. E. Article numbers change during migration. Answer: A,C,D 12. Which application will allow a client to enable Ideas on a public website? A. Partner portal B. Self-service portal C. Sites D. Customer portal 3 / 13 Answer: C 13. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones . Which solution should a consultant recommend? A. Web-to-Case B. Email-to-Case C. Salesforce for Outlook D. On-Demand Email-to-Case Answer: B 14. Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console? A. Open CTI B. Lightning dialer C. Local presence D. Macros Answer: B 15. Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online . What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone? A. A sharing set to grant the Customer Community user access to records associated to their Contact record. B. An organization-wide default of Public Read/Write on the Case object. C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy. D. A sharing rule to ensure record access is granted based on criteria of the case. Answer: D 16. What statement is true about the Salesforce Knowledge article lifecycle? A. Approval process CANNOT allow publishing of articles that have specific validation statuses B. Article permission sets allow agents to participate in the article publishing process C. Articles CANNOT be published until they are reviewed and validated by a qualified author D. Knowledge uses public groups as a way to assign users to specific tasks related to articles Answer: B 17. 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. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. C. Set up analytical snapshots to capture key case information and create historical trending reports. D. Set upa Salesforce Customer Community that will allow customers to create cases online. 4 / 13 Answer: A,D 18. Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers A. Salesforce Connect B. Custom Objects C. Middle-tier integration D. External Objects Answer: A,D 19. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff . Which solution should a consultant recommend? A. Implement an adapter using the Telephony API. B. Move to a cloud -based telephony system. C. Implement an adapter built on Open CTI. D. Build an adapter using the telephony vendor's toolkit. Answer: C 20. Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details? A. Process Builder B. Lightning Knowledge C. Macros D. Visual Workflow Answer: A 21. Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2) A. Allows Chatter Messenger to be used between agents B. Displays records and their related items as tabs on one screen C. Is available for users in the partner portal D. Indicates when records and lists are changed by others Answer: A,B 22. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements? A. Configure Case Escalation Rules. B. Define Entitlement and Milestones. C. Use Process Builder with Scheduled Actions D. Enable Omni-Channel Routing. Answer: B 5 / 13 23. Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers A. Remove Apex code references to the Article RecordType field. B. Configure the Visualforce page to use the Lightning Design System. C. Rename the Visualforce page to "Lightning Knowledge" D. Remove Apex code references to the ArticleType field. Answer: B,C 24. Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers A. Publish articles to external channels B. Assign article types to the communities C. Enable public solutions. D. Configure content library permissions E. Enable article deliveries Answer: A,B,C 25. 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. Use the files related list on each article to add files to your articles. B. Post the files to the chatter feed on each article. C. Upload the files as documents, then relate them to the migrated articles. D. Use the lightning knowledge migration tool and choose “include files”. Answer: A 26. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answers A. Enable Work Orders. B. Create an Entitlement Process. C. Set up Milestones. D. Configure Service Contracts. Answer: B,C 27. Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times . Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers A. Configure Assignment Rules based on Case Priority. B. Add the Entitlements related list to the Account Page Layout. C. Create a Report of all active Entitlements grouped by Customers. D. Configure Success, Warning, and Violation Actions for Milestones. Answer: A,B 6 / 13 28. Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely . Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers A. Ensure each laptop has a modern browser installed. B. Coach users on minimizing open console tabs. C. Allow the user to log into Live Agent from multiple browsers. D. Add additional components to the Lightning console. Answer: A,B 29. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability . What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers A. Assign the Salesforce users to the Call Center. B. Install an adapter from AppExchange to work with third-party CTI systems C. Use Apex to create an adapter to work with third-party CTI systems D. Create a SoftPhone layout and assign to user profiles E. Assign the Salesforce CTI license to Salesforce users Answer: A,B,D 30. Using Import Wizard, how many Asset records can you import at a time? A. 1000 B. 5000 C. 50,000 D. 100,000 E. You cannot import Assets via Import Wizard Answer: E 31. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend? A. Chat Queue-based routing B. Case Skills-based Assignment Rules C. Omni-channel Queue-based routing D. Omni-channel Skills-based routing Answer: C 32. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service . Which report should be included on the manager's dashboard? Choose 3 answers A. Number of Portal Logins per Day B. Knowledge Article Usage C. Average Call Handle Time D. Cases by Support Channels E. Escalated Calls 7 / 13 Answer: A,B,D 33. 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. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline. B. Add development resources to the project team to build out the additional requirements. C. Adjust the project scope to accommodate new requirements and continue with the original project schedule D. Document the requirements gap and communicate development options to the project team Answer: D 34. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? A. Define Case Auto-Response Rules. B. Establish Case Assignment Rules. C. Create a Process Builder with Scheduled Actions. D. Configure Case Escalation Rules. Answer: A 35. 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 wouldlike 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 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 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 Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created Answer: A 36. What is the capability of case feed? A. Add custom visual force pages to the case feed page layout. B. Enable call control using the CTI case feed publisher. C. Embed case feed functionality within a visual force page. D. Switch from case feed to standard detail pages using a console component Answer: C 37. Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are 8 / 13 forgetting to perform this step. What should a consultant recommend to address this problem? A. Configure Process Builder B. Activate a Validation Rule C. Define Case Escalation Rules D. Create a Case Macro Answer: A 38. What is a benefit of a customer community? Choose 2 answers. A. Eliminates the need to track service level agreements B. Reduces incoming call volume C. Enables customers to log inquires without contacting an agent D. Eliminates the need for support agents Answer: B,C 39. Which Search mechanism should be used to find Case Comments from within the Lightning Service Console? A. Comment Search Component B. Comments List View C. Global Search D. Search Utility Component Answer: C 40. Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements? A. Allow Comments on Knowledge articles. B. Implement Case Assignment Rules. C. Enable Chat in an Experience Cloud site. D. Create a self-service Help Center. Answer: D 41. 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 the articles followed in Chatter B. Report on agent ratings on articles C. Report on agent feedback on articles D. Report on the articles attached to cases Answer: B,D 42. Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality? A. Visual Studio Code and change sets B. Mass Transfer Records, change sets, and Visual Studio Code 9 / 13 C. Visual Workflow, data loader, and Force.com IDE D. Data loader, change sets, and Force.com Excel Connector Answer: A 43. Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: • Support attachments up to 30 MB per inquiry • Over 10,000 inquiries per day What solution should a consultant recommend to meet these requirements? A. Emall-to-Case B. Customer Chatter groups C. Web-to-Case D. On-Demand Email-to-Case Answer: A 44. 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. customer satisfaction Survey B. Customer Purchase History C. Customer Support Requests D. Net promoter Score E. Service Level Agreement Answer: A,B,D 45. Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closed. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object . What should Universal Containers consider when designing the solution? Choose 3 answers A. Average incoming case volume B. Relationship to the primary contact C. Case closure rules on the original case D. RMA and FSR escalation requirements E. Visibility and access to the RMA and FSR records Answer: C,D,E 46. Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need? A. Configure Omni-Channel Supervisor tab and 3rd party access. B. Configure Live Agent Supervisor tab and Whisper Messages. C. Add the Live Agent Component to the Utility bar. D. Configure the SOS snap-in for the Lightning Service Console. 10 / 13 Answer: B 47. What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers. A. Recommend articles during a call for a support agent B. Suggest articles for a web-to-case question C. Suggest articles for an email-to-case question D. Recommend articles prior to a Live Agent session Answer: B,D 48. Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario? A. Email-to-Case B. Salesforce for Outlook C. Web-to-Case D. On-Demand Email-to-Case Answer: A 49. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search . Which solution should a consultant recommend to meet this requirement? A. Create separate data category groups for each division and assign the category to a division profile. B. Create a sharing rule for each division to provide access using the role hierarchy. C. Create a sharing rule for each division to provide access based on criteria of the article. D. Create a single data category group for each division and provide access using the role hierarchy. Answer: D 50. 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 the left sidebar of Salesforce Classic B. On a new tab in the agent's browser C. On the footer of the Lightning Console D. On the Highlights Panel of a Primary tab Answer: A,C 51. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement? A. Social Persona tor Twitter and Facebook. B. Social Media Marketing message tagging. C. Social Customer Service for Twitter and Facebook. D. Einstein Bot social queues. 11 / 13 Answer: A 52. In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve takingthe production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. What should a Consultant recommend to support this exercise? A. Allow the exercise to be done in a Production instance B. Use a Full copy sandbox for the DR exercise C. Use a Partial sandbox for the DR exercise D. Use a Developer Pro sandbox for the DR exercise Answer: B 53. What process is a use case for Visual workflow? Choose 3 answers A. Field validation during case creation B. Cross-self promotions for representatives C. Assignment of email to a case queue based on subject D. Decision-based troubleshooting for representatives E. Caller verification and creation of a new case Answer: A,D,E 54. 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. Verification of the production migration checklist B. Approval of test scripts from the business lead C. Verification that sample data has been loaded D. Fund customer approval on training materials Answer: B,C 55. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page . How can this be achieved? A. Customer view of case tab B. Custom Visual force page C. Custom report D. Custom related list Answer: B 56. 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. Administrator Sandbox C. Developer Pro Sandbox 12 / 13 D. Full Sandbox Answer: A,C,D 13 / 13
