Real Service-Cloud-Consultant are Uploaded by TrainingQuiz provide 2021 Latest Service-Cloud-Consultant Practice Tests Dumps.
All Service-Cloud-Consultant Dumps and Salesforce Certified Service cloud consultant Training Courses Help candidates to study and pass the Salesforce Certified Service cloud consultant Exams hassle-free!
NEW QUESTION 146
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Upload the files as Documents, then relate them to the migrated Articles.
- B. Use the Files Related List on each article to add files to your articles.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Post the Files to the Chatter Feed on each Article.
Answer: B
NEW QUESTION 147
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. First call resolution
- C. Average handle time
- D. Service level agreement
Answer: A,B
NEW QUESTION 148
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Live Agent to handle incoming service inquiries
- C. Enable Ideas in a customer portal
- D. Enable Chatter for agent collaboration
Answer: B,D
NEW QUESTION 149
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce import wizard to load and cleanse the data.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Cleanse the data outside of Satesfbrce and then migrate the data.
Answer: D
NEW QUESTION 150
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Escalation rules
- B. Case teams
- C. Auto-response rules
- D. Workflow rules
Answer: B,D
NEW QUESTION 151
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Case Auto-Response Rules
- C. Visual Workflow
- D. Case Assignment Rules
Answer: A
NEW QUESTION 152
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A. Add the entitlement related list to account page layouts.
- B. Add a Validation Rule that ensures each Account has an entitlement.
- C. Add a Validation Rule that ensures each Case has an entitlement.
- D. Add the entitlement lookup field to case page layouts.
Answer: A
NEW QUESTION 153
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Retrieve Social Studio credentials.
- B. Select two Twitter or Facebook accounts.
- C. Create and assign permission sets to give agents social account access.
- D. Enable the Moderation feature to automatically create cases from posts.
Answer: C,D
NEW QUESTION 154
What are two benefits of deploying Knowledge in Customer Communities?
- A. Reduces incoming call volume
- B. Eliminates tracking of customer entitlements
- C. Uncovers gap in the knowledge base
- D. Replaces the need for an email channel
Answer: A,D
NEW QUESTION 155
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telemarketing center
- B. Human Resources (HR) help desk
- C. Telesales center
- D. Information Technology (IT) help desk
Answer: D
NEW QUESTION 156
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 157
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 Permission Set granting the Service User license.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Permission Set with access to the service console app.
- D. Assign users to a Public Group with access to the service console app.
Answer: B,C
NEW QUESTION 158
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and configure the enable suggested articles option in support settings.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
Answer: D
NEW QUESTION 159
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of Closed cases on first call
- B. Number of new customers added
- C. Number of open cases per day
- D. Average Number of days to close cases
- E. Number of cases escalated
Answer: C,D,E
NEW QUESTION 160
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Route cases to agents in an alternate center.
- B. Update the case status field values.
- C. Deliver training on case handling for contingent staff.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: A,C,E
NEW QUESTION 161
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Enable Ideas in a Service Cloud portal.
- C. Create auto response templates for emails.
- D. Enable Knowledge in a Service Cloud portal.
Answer: C,D
NEW QUESTION 162
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. Configure the agent console and display the articles, case view, and external system custom object
- B. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- C. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- D. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
Answer: D
NEW QUESTION 163
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. Customer Chatter groups
- C. On-Demand Email-to-Case
- D. Emall-to-Case
Answer: D
NEW QUESTION 164
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Enable Omni Channel by clicking Settings in Setup
- B. Assign Users to Omni Channel permissions
- C. Assign Users to the Omni Channel Feature License
- D. Contact Salesforce to have Omni Channel enabled
Answer: A
NEW QUESTION 165
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
- A. Net promoter Score
- B. Customer Purchase History
- C. customer satisfaction Survey
- D. Service Level Agreement
- E. Customer Support Requests
Answer: A,B,C
NEW QUESTION 166
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. Email-to-Case
- C. Case submitted using chat
- D. On-demand Email-to-Case
Answer: D
NEW QUESTION 167
......
Valid Way To Pass Salesforce's Service-Cloud-Consultant Exam with : https://www.trainingquiz.com/Service-Cloud-Consultant-practice-quiz.html
Free Test Engine For Salesforce Certified Service cloud consultant Certification Exams: https://drive.google.com/open?id=1CRGfv3M7r9A7JoG4RrIwfZ6Vdt9f0nQI
