[Jul-2023] Verified Service-Cloud-Consultant dumps Q&As - Service-Cloud-Consultant dumps with Correct Answers
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NEW QUESTION # 70
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 for Twitter and Facebook.
- B. Social Media Marketing message tagging.
- C. Einstein Bot social queues.
- D. Social Customer Service for Twitter and Facebook.
Answer: A
NEW QUESTION # 71
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of approved articles
- B. Number of customer ratings
- C. Number of article votes
- D. Number of archived articles
Answer: C
NEW QUESTION # 72
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar related list on the case page layout.
- B. Create a visualforce page called knowledge sidebar on the case page layout.
- C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
Answer: D
NEW QUESTION # 73
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Utilize KCS to manage Knowledge
- B. Implement SOS for mobile experience
- C. Configure Chatter for public access
- D. Add Live Agent to public-facing sites
- E. Create a Customer Community
Answer: A,B,D
NEW QUESTION # 74
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Send an email reminder to update the article status to Published on the start date.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Create a workflow rule to update the article status to Published on the article start date.
Answer: A
NEW QUESTION # 75
What is the primary function of a private branch exchange (PBX)?
- A. To use speech recognition to direct calls
- B. To report the caller's background information
- C. To receive multiple calls at one time
- D. To mate calls to different agents
Answer: C
NEW QUESTION # 76
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Each article must be associated to an article type
- B. A separate .csv import file is uploaded for each article type
- C. One .csv import file is uploaded for all article types
- D. Attachments and .html files must be referenced in a corresponding .zip file
- E. A separate .csv import file is uploaded for each data category
Answer: A,B,D
NEW QUESTION # 77
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Teach new agents how to handle difficult situations
- B. Enforce a consistent standard of service for customer interaction
- C. Lower the average speed of answer (ASA)
- D. Capture inappropriate word usage and generate reports
Answer: B,D
NEW QUESTION # 78
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- B. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- C. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- D. Configure the agent console and display the articles, case view, and external system custom object
Answer: B
NEW QUESTION # 79
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
- A. Lightning Process Builder
- B. Lightning Row for Service
- C. Interaction Log
- D. Path for Cases
Answer: B,C
NEW QUESTION # 80
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
* 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 agents to Force.com Connect Offline during deployment
- B. Deploy in phases using countries as pilots
- C. Migrate case data and deploy to all users at office
- D. Deploy based on the number of trainers available
Answer: B
NEW QUESTION # 81
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Total number of account and contact records in the database
- B. Work order and customer contact escalation requirements
- C. Account team relationship to the primary contact
- D. Case closure rules on the original case
- E. Visibility and access to the work order records
Answer: B,D,E
NEW QUESTION # 82
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers
- A. Assign users to a Public Group with access to the service console app.
- B. Assign users to a Permission Set granting the Service User license.
- C. Assign users to a Permission Set with access to the service console app.
- D. Assign users the Service User license on their User record.
Answer: C,D
NEW QUESTION # 83
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. Service cloud console
- B. Automatic call distribution
- C. Knowledge base
- D. Customer community
Answer: C,D
NEW QUESTION # 84
Which two configuration steps are required before quick actions can be used in Macros?
- A. Global Actions needs on the publisher layout.
- B. Quick Actions must be enabled in the org.
- C. The specific quick action must be added to the case record Type.
- D. The specific quick action must beadded to the case Feed.
Answer: B,D
NEW QUESTION # 85
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