Service-Cloud-Consultant Exam Dumps - PDF Questions and Testing Engine
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Who should take the Service-Cloud-Consultant exam
The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
NEW QUESTION 88
For which purpose should a contact center use visual workflow?
- A. To escalate a case to the support manager if it has been open for more than 72 hours.
- B. To automate business processes for agents who troubleshoot customer support issues via phone.
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To automatically assign cases to a specific queue based on the customer support level.
Answer: B
NEW QUESTION 89
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. System software restore after an outage
- B. Periodic maintenance windows
- C. Highly available telecom solution
- D. Server hardware infrastructure rebuilds
Answer: B,C
NEW QUESTION 90
Universal Containers is experiencing system timeouts when running case reports. What should a consultant
recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove dashboards based on long-running reports.
- C. Remove date boundaries from filter criteria.
- D. Remove unnecessary columns from the reports.
Answer: A
NEW QUESTION 91
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Enable Live Agent for the organization
- B. Create an iframe to display the chat window
- C. Enable Chatter Messenger for the organization
- D. Create user profiles or permission sets
Answer: A
NEW QUESTION 92
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a workflow email alert to send the article to the customer.
- B. Create an auto-response rule to send the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: C
NEW QUESTION 93
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. Create a Report of all active Entitlements grouped by Customers.
- C. Add the Entitlements related list to the Account Page Layout.
- D. Configure Success, Warning, and Violation Actions for Milestones.
Answer: A,C
NEW QUESTION 94
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Create a separate .csv for each article type
- B. Use change sets to import data categories
- C. Map articles with HTML sections to rich text area fields
- D. Use the data loader to import unstructured articles
Answer: C,D
NEW QUESTION 95
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Post report information on Chatter.
- B. Run and view Salesforce reports.
- C. Update case data for a customer.
- D. Review existing cases for an account.
Answer: B,D
NEW QUESTION 96
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a utility bar of the Lightning App
- B. On a record Activity Feed list
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: B
NEW QUESTION 97
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Milestones
- B. Cases
- C. Service contracts
- D. Assets
Answer: C
NEW QUESTION 98
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. Cases by Support Channels
- B. Average Call Handle Time
- C. Number of Portal Logins per Day
- D. Escalated Calls
- E. Knowledge Article Usage
Answer: A,C,E
NEW QUESTION 99
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Accepts email attachments larger than 10 MB
- B. Accepts attachments from emails
- C. Requires the use of Transport Layout Security (TLS)
- D. Handles more the 10,000 emails a day
Answer: A
NEW QUESTION 100
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data mapping
- B. Data Cleansing
- C. Activate data validation rules
- D. Data Normalization
Answer: A,B
NEW QUESTION 101
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?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Enable and configure wildcards for article searches
- C. Set up an intuitive Data Category hierarchy
- D. Restrict the Manage Articles user permission
Answer: C,D
NEW QUESTION 102
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Create a validation rule for case survey email templates
- C. Utilize an AppExchange package to handle customer surveys
- D. Modify the user interface settings for the case survey sidebar
Answer: C
NEW QUESTION 103
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Result may be slow when searching for records
- B. The Salesforce org may be slow during the data import
- C. Salesforce reporting speed may be affected
- D. Related lists on the case object may be slow to populate
Answer: A,C
NEW QUESTION 104
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
- A. Activate Knowledge One 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. Create a Knowledge Visualforce component on the case detail page.
Answer: B
NEW QUESTION 105
Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known
product bugs logged by the product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)
- A. Use Web Services API to integrate the external database with Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Create a custom product bug object and import data into Salesforce
- D. Use Bulk API to load the product bug data into Salesforce
Answer: A,B
NEW QUESTION 106
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