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Service Cloud Consultant Exam Name: Salesforce Certified Service cloud consultant Full version: 198 Q&As Full version of Service Cloud Consultant Dumps Share some Service Cloud Consultant exam dumps below. 1 / 11 https://www.certqueen.com/Service-Cloud-Consultant.html 1. Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use? A. Change Sets B. Mass Transfer Records C. Data Loader D. Manual configuration Answer: A 2. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer? A. Validation Rules B. Einstein Next Best Action C. Service Analytics Predictions D. Einstein Reply Recommendations Answer: D 3. the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend A. Dynamic Dahsbaord by Call Center B. Reporting Snapshots by call center C. Report Subscriptions by call center D. Case report grouped by call center Answer: B 4. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? A. Omni-Channel Utility Component B. Cases report sorted by Rep and Case Owner C. Cases report sorted by Rep and Case CreatedDate D. Omni-Channel Supervisor tab 2 / 11 Answer: D 5. A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended? A. Create a report using the Case Lifecycle report type. B. Create a report using the Case Age report type. C. Create a report using the Case Historical Trending report type. D. Create a report using the Case Snapshot report type. Answer: D 6. What are three considerations when adding a report chart to a Console Component? Choose 3 answers A. The report is shared with a Chatter Group. B. The report contains a chart. C. The report has a standard Report Type. D. The report is a Summary or Matrix report. E. The report chart is added to the Page Layout. Answer: B, D, E 7. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers A. Knowledge search query with no results. B. Knowledge articles with the lowest rating. C. Number of knowledge articles in each data category. D. Knowledge articles created by call center agents. Answer: A, B 8. Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement? A. Embedded Chat Service B. Web-to-CaM 3 / 11 C. Experience Cloud site D. Case Assignment Rules Answer: A 9. Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup. What is the recommended configuration to meet the requirements? A. Set up separate Entitlement Process for Case and Work Order B. Assign the WorV Order to the same Case as the Entitlement Process. C. Create or Apex Trigger to assign the Entitlement Process to Work Order. D. Work Orders created from a Case automaticallv inherit the Entitlement Process Answer: A 10. 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 article types B. Assign team-based profiles to the associated product article types C. Assign team-based roles to the associated product data category value D. Assign team-based profiles to the associated product data category value Answer: C 11. What should a consultant recommend service agents use? A. Einstein Next Best Action Strategy Guilder. B. History tab on the Actions & Recommendations comporent. C. Paused now interviews Lightning Component. D. Recommendation Strategy Metrics related list. Answer: A Explanation: Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices. 4 / 11 12. The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers A. Customer community B. Knowledge base C. Service cloud console D. Automatic call distribution Answer: A, B 13. Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers A. Import the records and create a workflow rule to change the data type. B. Standardize all rows to match Salesforce data types. C. Import the records and use Duplicate Management. D. Deduplicate the data before importing into Salesforce, E. Install the Data Quality Analysis Dashboards from the AppExchange. Answer: B, C, D 14. Cloud Kicks (CK) provides varying levels of support based on the customer’s Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones. What is the recommended Milestone Recurrence Type to meet the requirements? A. No Resource B. Sequential C. Independent D. Auto-Add Answer: B 15. What should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond? A. Customize the lightning console chat page B. Configure a chat validation rule C. Customize the pre chat form D. ConfigureLightningGuided Engagement 5 / 11 Answer: C 16. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement? A. Account tabs and Cases tab B. Case tabs with Account subtabs C. Account tab with Cases related list D. Account tabs with Case Subtabs Answer: C 17. 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 18. The VP of Services at Universal Containers wants to reduce call center staffing. One ofthe initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal? A. An email to case inquiry B. On-demand email to case C. While holding for a support agent D. Web-to-case question Answer: A 19. After migration from Knowledge to Lightning Knowledge, Authors are unable to cretae FAQ article type, but can saucerful create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production. How should a consultant correct this problem? A. Grant Authors acess to FAQ artcle type 6 / 11 B. Set Article Or Wide to Public Read Write C. Add Authors to the FAQ data category D. Grant authors access to the FAQ records type Answer: D 20. Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical’s arriaval time. What is the recommended feature to improve the customer experince? A. Omn-Channel Routing B. Incident Management C. Video Support D. Appointment Assitant Answer: A 21. Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians. When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site. What is the recommended solution? A. Visual Remote Assistant B. Field Service C. Workforce Engagement D. Incident Management Answer: B 22. Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement? A. Create a blocking rule. B. Enable Assistance Flag Configuration setting. C. Create sensitive data rules. D. Enable Sneak Peek Configuration setting. Answer: D 7 / 11 23. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers A. A knowledge article life cycle that is implemented correctly the first time and does not need to change B. A knowledge article life cycle that evolves based on usage and demand C. Reduced issue resolution time D. Reduced first contact resolution Answer: C, D 24. As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces. Which KPI should help explain the disparity? A. Track not promoter scores as part of an automated survey after case closure for every cote. B. Benchmark the average cases per agent versus the team average across each case channel C. Track the average calls per day, average cases per agent, and average cases per case type. D. Measure difference in CSAT ol cases with and without articles attached. Answer: C 25. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is the recommended method to decrease the time it takes to close cases? A. Create Synonym Groups. B. Create Article Translation. C. Enable Suggested Articles. D. Add Data Category Groups. Answer: C 26. Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? 8 / 11 Choose 2 answers A. Restrict the Manage Articles user permission B. Set up an intuitive Data Category hierarchy C. Enable and configure wildcards for article searches D. Require that an article be added when closing a case Answer: C, D 27. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. C. Create a joined report that includes fields for call center location, agent, calendar month, and first- call resolution. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Answer: D 28. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. What is the recommended case deflection solution? A. Chat for Web and In-App B. Digital Engagement Messaging C. Social Customer Service D. Einstein Bo Answer: C 29. Universal Containers wants to implement a customer service community. The goal of the community is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements? 9 / 11 A. Create a sharing rule to share the contact record with the community member. B. Change the org-wide default for cases and contacts internal access to private. C. Set up a sharing set to grant access based on the community member’s contact record. D. Update the case assignment rule to add the community member to the predefined case team. Answer: C 30. Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements? A. Recent Items set to Account object. B. Hitory Utility in the Utility bar. C. Actions & Recommendations component. D. Screen flow launched from a global action. Answer: A More Hot Exams are available. 350-401 ENCOR Exam Dumps 10 / 11 https://www.certqueen.com/promotion.asp https://www.certqueen.com/350-401.html 350-801 CLCOR Exam Dumps 200-301 CCNA Exam Dumps Powered by TCPDF (www.tcpdf.org) 11 / 11 https://www.certqueen.com/350-801.html https://www.certqueen.com/200-301.html http://www.tcpdf.org
