Latest Salesforce Service-Cloud-Consultant Free Certification Exam Material with 152 Q&As
UPDATED Service-Cloud-Consultant Exam Questions Certification Test Engine to PDF
How much Service-Cloud-Consultant Exam Cost
The price of the Service-Cloud-Consultant exam is $200 USD.
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.
NEW QUESTION 19
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?
- A. Omni-channel Queue-based routing
- B. Case Skills-based Assignment Rules
- C. Omni-channel Skills-based routing
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION 20
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Average customer satisfaction score by case
- B. Average number of activities per case
- C. Total number of cases by origin
- D. Average number of articles attached to a case
Answer: B,D
NEW QUESTION 21
UC must provide contact center agents with access to a customer's payment history if the call concerns a
billing problem. The following considerations need to be taken into account: Billing problems account for less
than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do
not want to maintain separate login sessions for Salesforce and the billing system. What solution should a
consultant recommend?
- A. Create a Visualforce page that retrieves payment information via a Web Service call-out
- B. Import payment data into Salesforce and add to the contact page layout related list
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a custom web service to handle invoice inserts and updates from the billing system
Answer: A
NEW QUESTION 22
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Products and assets associated to the case
- B. Articles appearing in the Knowledge sidebar
- C. Knowledge articles attached to the case
- D. Contract details related to the entitlement
Answer: C
NEW QUESTION 23
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles submitted for approval
- B. Create a dashboard for articles submitted by agents & approved for publication
- C. Require agents to check a box on case when submitting a new suggested article
- D. Measure & reward agents based on the # of new articles approved for publication
Answer: A,B
NEW QUESTION 24
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to
Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read
historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites and High-Volume Customer Portal
- B. Force.com Sites with Knowledge and Web-to-Case
- C. Force.com Sites with Knowledge and Email-to-Case
- D. Visualforce and Self-Service Portal
Answer: A
NEW QUESTION 25
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Escalate a question to a case
- B. Select best answers for questions.
- C. Answers can be exposed to partner portal users
- D. External users can subscribe to Answers
- E. Knowledge articles can be created from Answers
Answer: A,B,E
NEW QUESTION 26
Milestones can be added to which three Object types? Choose 3 answers
- A. Service
- B. Account
- C. Work Order
- D. Entitlement
- E. Case
Answer: C,D,E
NEW QUESTION 27
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Telephony
- B. Enterprise Resource Planning (ERP)
- C. Marketing
- D. Order Fulfillment
Answer: D
NEW QUESTION 28
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In
addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Interactive Voice Response (IVR)
- B. Automatic Call Distributor (ACD)
- C. Chat log history
- D. Entitlements
- E. Workflow Management (WFM)
Answer: B,E
NEW QUESTION 29
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Enable templates for written responses.
- B. Improve the agent interface.
- C. Increase the number of agents.
- D. Employ surveys to confirm customer satisfaction.
Answer: A,D
NEW QUESTION 30
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. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- C. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- D. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
sidebar.
Answer: D
NEW QUESTION 31
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Implement Field Service Lightning.
- B. Integrate with an enterprise resource planning system.
- C. Configure Visual Flows on Salesforce mobile.
- D. Develop and publish a knowledge management system
Answer: B
NEW QUESTION 32
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Service-Level Measure
- B. Customer Engagement Score
- C. Customer Satisfaction
- D. Net Promoter Score
Answer: D
NEW QUESTION 33
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Contact Salesforce to send a report on article efficacy.
- C. Send out a monthly survey to customers requesting feedback.
- D. Create a group of super users that will evaluate and manage articles.
Answer: A
NEW QUESTION 34
......
Get The Important Preparation Guide With Service-Cloud-Consultant Dumps: https://www.guidetorrent.com/Service-Cloud-Consultant-pdf-free-download.html
Get Totally Free Updates on Service-Cloud-Consultant Dumps PDF Questions: https://drive.google.com/open?id=13Td3-xuYcX8Gljxmz0__mo4dy0Xb5ngv