Certification Training for Service-Cloud-Consultant Exam Dumps Test Engine [2021]
Sep 04, 2021 Step by Step Guide to Prepare for Service-Cloud-Consultant Exam
NEW QUESTION 165
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Email-to-Case with assignment rules
- B. Lightning Email with web routing prioritization
- C. Standard Web-to-Case with assignment rules
- D. Omni-Channel with prioritized queues
Answer: A
NEW QUESTION 166
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts, contacts, cases, users
- B. Users, contacts, accounts, cases
- C. Users, accounts, contacts, cases
- D. Accounts cases, users, contacts
Answer: C
NEW QUESTION 167
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. Install an adapter from AppExdiange to work with third-party on systems.
- E. Enable Live Agent in their community to chat with an agent.
Answer: A,B,D
NEW QUESTION 168
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Accounts
- C. Leads
- D. Cases
Answer: B
NEW QUESTION 169
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
- A. Document and share the practices of Agent A with the team via knowledge articles
- B. Lower the target for entire team to that of Agent A
- C. Review case history and activities for Agents B and C
- D. Build a dashboard to display individual performance by agent versus the team goal
- E. Update case assignment rules to route more cases to Agent A
Answer: A,C,D
NEW QUESTION 170
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 171
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
- A. Create a Knowledge Visualforce component on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- D. Activate Knowledge One on the case detail page.
Answer: B
NEW QUESTION 172
UC 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. Mass Transfer Records, change sets, and Force.com migration tool
- B. Force.com migration tool, Force.com IDE, and change sets
- C. Data loader, change sets, and Force.com Excel Connector
- D. Visual Workflow, data loader, and Force.com IDE
Answer: B
NEW QUESTION 173
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. They have a Contact Manager Profile
- B. If the OWD for sharing cases is Public Read/Write/Transfer
- C. All of the above
- D. They are members of that Queue
- E. They are higher in the Role Hierarchy than a Queue Member
Answer: D,E
NEW QUESTION 174
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. Configure entitlements and milestones to enforce SLAs
- B. Improve the training provided to existing agents
- C. Hire more agents for the contact centers
- D. Track social sentiment across social media outlets
Answer: B,C
NEW QUESTION 175
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Lightning Guided Engagement
- B. Visual Workflow
- C. Quick Text
- D. Macros
Answer: C,D
NEW QUESTION 176
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Validation rules
- C. Auto-response rules
- D. Workflow rules
Answer: D
NEW QUESTION 177
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)
- A. Visibility into service entitlements
- B. Mobile access to case information
- C. Chatter groups for customer
- D. Predictive dialer for outbound calls
Answer: A,B
NEW QUESTION 178
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Use the routing queues provided with Salesforce for Twitter and Facebook
- B. Enable social profile and add workflow rules to the contact object
- C. Enable social profile and add assignment rules to the case object
- D. Use Twitter-to-Case and add workflow rules to the case object
Answer: C
NEW QUESTION 179
For which purpose should a contact center use Visual Flow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To escalate to the support manager if it has been open for more than 72 hours
- C. To automatically assign cases to a specific queue based on the customer support level
- D. To automate business processes for agents who troubleshoot customer support issues via phone
Answer: D
NEW QUESTION 180
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