Service Cloud Consultant Dumps Questions Increase Your Chance of Success

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February 24, 2023

Passing the Service Cloud Consultant certification exam can be challenging, which is why practicing with Service Cloud Consultant questions can greatly increase your chances of success. Salesforce Service Cloud Consultant dumps questions help you become familiar with the exam format. The Service Cloud Consultant questions are designed to mimic the actual exam, which means that you'll get a feel for the types of questions you'll encounter, the difficulty level, and the time limit. All the Service Cloud Consultant exam dumps questions are the latest version for you to study. Test free Service Cloud Consultant exam questions below.

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1. 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?

Omn-Channel Routing

Incident Management

Video Support

Appointment Assitant

2. universal containers is implementing a customer community using the customer service template. One of the requiremnets is for members to be able to find knowledge articles based on the product type.

How should consultant satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

3. Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.

In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.

What is the recommended feature to meet the requirements?

Lead Assignment Rules

Queue-Based Routing

Skills-Based Routing

Lightning Flow for Service

4. 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?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first- call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

5. Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.

Which approach should a consulatant implement?

Define case auto-response rules.

Use Flow Builder to create a flow with a scheduled path.

Establish case assignment rules.

Configure case escalation rules.

6. Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.

Which feature should a Service Cloud consulatant recommend to improve the user experince?

Macro to open related cases

Customized case hovers

Quick Actions added to the case page

Actions and Recommendations component

7. 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?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

8. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Keep all open in tabs.

Use a second Console session.

Define a custom List View.

Add History to the Utility bar.

9. Which search mechanism should be used to find case comments from within the lightning service console?

Search utility component

Comment search component

Comments list view

Global search

10. Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

Web-to-Case

Embedded Chat Service

Customer Community

Case Assignment Rules

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11. UC has created permission sets granting access to object and fields in one of its sandboxes.

How should a consultant deploy this permission set to prod?

Change set

Manuallyre create the Permission sets

Create an Unmanaged package

Publish a Managed package

12. A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.

What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

Quick Text

Macros

Global Quick Action

Email Temp ates

13. universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Omni channel

Contact Requests

field service

Mobile connect

14. Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

The Approval Process will automatically Publish.

Approve articles from the Knowledge approval page to Publish.

Agents must click Publish after the Approval Process.

Set the final approval action to “Lock the record for editing”.

15. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

Change Sets

Mass Transfer Records

Data Import Wizard

Data Loader

16. A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.

What is the recommended method for managers to coach agents?

Use Omni-Channel Supervisor to monitor agents' chat sessions.

Use an Einstein Bots Chat to handle common issues.

Use skills-based routing in Salesforce Messaging.

Use Einstein Chat Insight to identify areas to improve.

17. Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier had progressed in troubleshooting?

Lighining Row Component

Lightning Guided Engagement

Service Console Macros

Path for Cases

18. Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

Configure e deshboerd refresh schedule.

Ensure View All Data is not assigned to users.

Use a Dynamic Dashboard based on running user.

Add multiple Dashboard Filters.

19. 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

Chatter Group

Web Chat

Einstein Bots

Call Center Agent

20. Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.

What is the recommended method to meet the requirements?

Select Flag as new version' checkbox when publishing.

Use Smart Link to Article to select the prior version.

Enable Knowledge User for Service Agents.

Use the Clone option to create a new article.

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21. Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Let the dashboard viewers choose

The user creating the dashboard

The VP of service

The dashboard viewer

22. What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

23. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

Configure Case Assignment Rules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

24. Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Change the org-wide default for cases and contacts internal access to private.

Update the case assignment rule to add the site member to the predefined case team.

Create a sharing rule to share the contact record with the site member.

Set up a sharing set to grant access based on the site member's contact record.

25. Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used. Mow can a consultant address this concern'

Improve Validation Ru!e messages.

Use Einstein Next Best Action.

Configure Path for Cases.

Implement record types and pege layouts.

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

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

27. 1.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 forgetting to perform this step.

What should a consultant recommend to address this problem?

Configure Process Builder

Activate a Validation Rule

Define Case Escalation Rules

Create a Case Macro

28. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

Omni-Channel

Page Layouts

Record Types

Support Processes

Article Types

29. As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import

30. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.

• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

Use escalation rules for notifications and account teams to monitor cases.

Use escalation rules for notifications and case teams to monitor cases.

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31. A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....

Which configuration option should be verified?

Verify that users have access to the Chat public group.

Verify that users are assigned the Chat user profile

Verify that users have access to the Chat buttons.

Verify that users are assigned the Chat feature license.

32. 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?

Standard Email-to-Case with assignment rules

Lightning Email with web routing prioritization

Omni-Channel with prioritized queues

Standard Web-to-Case with assignment rules

33. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

34. Universal Container's agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

35. 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

customer satisfaction Survey

Customer Purchase History

Customer Support Requests

Net promoter Score

Service Level Agreement

36. 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

Import the records and create a workflow rule to change the data type.

Standardize all rows to match Salesforce data types.

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

37. 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?

Create Synonym Groups.

Create Article Translation.

Enable Suggested Articles.

Add Data Category Groups.

38. 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?

Enable Keyboard shortcuts

Define criteria-based record page components

Configure Macros

Create multiple Console layouts

39. What should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

Customize the pre chat form

ConfigureLightningGuided Engagement

40. Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.

What is the recommended solution to meet the requirements?

Screen Flow

Einstein Case Routing

Case Escalation Rules

Omni-Channel Supervisor

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41. 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?

Customer Community Plus

Customer Community

High Volume Customer Portal

Lightning External Apps Starter

42. to help service agents more accurately respond to cases universal containers wants a list of relevant

knowledge articles to be displayed on case record page.

Add the knowledge related list to the case record page

Add the knowledge tab to the service console

Add knowledge component to case record page

Add knowledge data categories to each case

43. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

44. 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?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

45. A Service Representative transfers a Live Agent Chat to another Representative.

Which two things will happen? Choose 2 answers

Both Service Reps can chat with the Customer.

The Customer does not know they were transferred.

The Chat Transcript and Case are transferred.

The Customer is shown the new Representative's Name

46. universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

Omni channel

Appexchange solution

Custom lightning component

Social Conversation component

47. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

48. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

Lightning Process Builder

Interaction Log

Lightning Row for Service

Path for Cases

49. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

50. Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.

Which approach should the consultant use for date migration?

Prepare, plan, Test, execute, validate.

Plan, prepare, test, execute, validate.

Plan, prepare, validate, execute, test

Prepare, plan, validate, execute, test

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51. 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?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

52. What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

Create a page layout for each record type; assign layouts to service agents.

Create a data category for each product; assign data categories to service agents.

Create a permission set for each record type; assign permissions to service agents.

Create an article action for each record type; assign record types to service agents.

53. Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers

Simplify the interactive voice response (IVR) tree.

Set up Email-to-Case.

Use Assignment rules and case queues.

Add additional agents to lower average hold time.

54. Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.

CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

What is the recommended solution to meet the requirements?

Knowledge One with Article Recommendations

Experience Cloud with self-support

Omni-Channel with Skills-Based Routing.

Live Agent and Live Message

55. Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement.

Which feature should the Consultant consider?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

56. 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?

No Resource

Sequential

Independent

Auto-Add

57. Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?

Email-to-case

Social Customer Service

Chat

Web-to-case

58. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.

Which Knowledge dashboard should a consultant use?

Most Revised Articles

Most Linked Articles

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Service Cloud Consultant Dumps Questions Increase Your Chance of Success

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