[Oct-2023] Pass Salesforce Service-Cloud-Consultant Tests Engine pdf – All Free Dumps [Q59-Q73]

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[Oct-2023] Pass Salesforce Service-Cloud-Consultant Tests Engine pdf – All Free Dumps

Salesforce Certified Service cloud consultant Practice Tests 2023 | Pass Service-Cloud-Consultant with confidence!

Salesforce Service-Cloud-Consultant certification exam is intended for professionals who have experience in designing, configuring, and implementing customer service solutions using Salesforce. Salesforce Certified Service cloud consultant certification exam evaluates the candidate’s knowledge of Salesforce’s Service Cloud platform, including its features and functionality. Service-Cloud-Consultant exam also tests the candidate’s knowledge of customer service best practices, industry standards, and regulatory requirements.

NEW QUESTION 59
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.

NEW QUESTION 60
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on the case object.

NEW QUESTION 61
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

Assign a single agent to create the activities on all new onboarding cases.

Provide a macro that will automatically create the activities when executed.

Add an object-specific custom quick action to create new activities.

Hire a certified developer to write an apex trigger that creates each new activity.

NEW QUESTION 62
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers

Work order and customer contact escalation requiements

Total number of accound and contact records in the database

Visibility and accesst to the work order records

Accoun team relationship to the primary contact

Case closure rules on the original case

NEW QUESTION 63
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

Representing metrics such as first-response and resolution time on cases

Monitoring the case escalation rule queue to confirm service levels are met

Identifying the customer contact associated with a particular stage of a service contract

Displaying whether a case response complies with a customer’s service level agreement

NEW QUESTION 64
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

Standard Email-to-case

On-Domand Emali-to-Case

Apex Email Service

Web-to-Case forms

NEW QUESTION 65
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles’ lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

The Amde Type field is no longer accessible via SOQi or the API.

Only Published articles are available in the API.

URL formats for articles drffer between Classic and Lightning Knowledge.

Users must have Modify AM permission to delete archived articles.

After the migration, an integration process that manages the articles’ lifecyde by archiving and

NEW QUESTION 66
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

Web-to-Case

Emebedded Chat Service

Customer Community

Case Assignment Rules

NEW QUESTION 67
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:

Document and share the practices of Agent A with the team via knowledge articles

Lower the target for entire team to that of Agent A

Review case history and activities for Agents B and C

Build a dashboard to display individual performance by agent versus the team goal

Update case assignment rules to route more cases to Agent A

NEW QUESTION 68
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain
performance over time. Which two recommended techniques should be utilized? Choose 2 answers

Optimize queries to reduce the scope of Cases included with each search.

Create a data retention plan that archives or purges Cases at regular intervals.

Ask contact center managers to review data each quarter to possibly delete.

Write an Apex trigger that deletes one case each time a new case is created.

NEW QUESTION 69
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

NEW QUESTION 70
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles’ lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

The Amde Type field is no longer accessible via SOQi or the API.

Only Published articles are available in the API.

Users must have Modify AM permission to delete archived articles.

URL formats for articles drffer between Classic and Lightning Knowledge.

After the migration, an integration process that manages the articles’ lifecyde by archiving and

NEW QUESTION 71
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

Create a Dashboard for each Region.

Create a single Dashboard with a Region filter.

Create a Dashboard for each Case Team.

Create a single Dashboard with a Case Team filter.

NEW QUESTION 72
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

Omni-channel Skills-based routing

Live Agent Queue-based routing

Omni-channel Queue-based routing

Case Skills-based Assignment Rules

NEW QUESTION 73
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

Information Technology (IT) help desk

Telesales center

Human Resources (HR) help desk

Telemarketing center