Pass Your Next Service-Cloud-Consultant Certification Exam Easily & Hassle Free [Q15-Q38]

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Pass Your Next Service-Cloud-Consultant Certification Exam Easily & Hassle Free

Free Salesforce Service-Cloud-Consultant Exam Question Practice Exams

Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Section	Objectives
Topic 1: Knowledge Management	– Salesforce Knowledge setup and article lifecycle – Knowledge search and content delivery
Topic 2: Automation and Process	– Flow and workflow automation for service processes – Entitlements, milestones, and SLAs
Topic 3: Integration and Data Management	– Data model considerations for Service Cloud – Integration with external service systems
Topic 4: Service Cloud Implementation	– CTI (Computer Telephony Integration) concepts – Email-to-Case and Web-to-Case setup
Topic 5: Service Cloud Solution Design	– Service Cloud feature selection and architecture – Customer service processes and use case design
Topic 6: Omni-Channel and Digital Engagement	– Omni-Channel routing configuration – Chat, messaging, and digital support channels
Topic 7: Case Management and Service Console	– Case lifecycle and routing strategies – Service Console configuration and productivity tools
Topic 8: Service Cloud Analytics and Reporting	– Key service KPIs and metrics – Reports and dashboards for service performance

NEW QUESTION 15
Milestones can be added to which two Object types?
Choose 2 answers

Account

Work Order

Last

Case

NEW QUESTION 16
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?

Assign Users to Omni Channel permissions

Enable Omni Channel by clicking Settings in Setup

Assign Users to the Omni Channel Feature License

Contact Salesforce to have Omni Channel enabled

NEW QUESTION 17
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.

Enable Chatter for agent collaboration.

Create auto response templates for emails.

Enable Knowledge in a Service Cloud portal.

Enable Ideas in a Service Cloud portal.

NEW QUESTION 18
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel

Publisher Actions

Macros

Quick Text

Chatter

NEW QUESTION 19
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

Allow agents to create Knowledge articles when closing a case.

Require agents to create Knowledge articles when opening a case.

Add the Submit Feedback button to articles.

Add the Submit Feedback buttonon the Solutions tab.

NEW QUESTION 20
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

Lookup Filter

Auto-Add Milestones

Cross-Object Formula

Approval Process

NEW QUESTION 21
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

Omni-Channel routing

Standard Email-to-Case

Web-to-Case forms

On-Demand Email-to-Case

NEW QUESTION 22
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?

Utilize Apex with integrated External Objects.

Utilize an AppExchange integration package.

Utilize MuleSoft to integrate the systems.

NEW QUESTION 23
Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

NEW QUESTION 24
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign article managers to public groups and specific publication states to each group.

Assign article managers to publication teams and specific publication states to each team.

NEW QUESTION 25
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?

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

NEW QUESTION 26
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

Track social sentiment across social media outlets

Improve the training provided to existing agents

Hire more agents for the contact centers

Configure entitlements and milestones to enforce SLAs

NEW QUESTION 27
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

Create an article action for each record type and assign them to each team based on their product specialization

Create a permission set for each record type and assign them to each team based on their product specialization

Create a page layout for each article type and assign them to each team based on their product specialization

Create a data category for each product and assign them to each team bases on their product specialization

NEW QUESTION 28
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?

Macros

Quick action

Flow

NEW QUESTION 29
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Create the necessary objects in Salesforce.

Create a Salesforce Case to have Omni-Channel enabled.

Customize service channel settings to define how the organization receives work from various

NEW QUESTION 30
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Create a case assignment rule to ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a Process Builder and Flow to change the owner on closed cases.

Create a case validation rule to ensure cases are owned by a user when closed.

NEW QUESTION 31
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 32
Support cent’ agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

Quick Action

Outbound Sales Dialer

Macros

History Utility

NEW QUESTION 33
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

Smart Links

Apex Trigger

Approval Process

Article Translation

NEW QUESTION 34
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 consultnat recommend to address this problem.

Define case escalation rules

Configure flow Builder /Process Builder

Activate a validation rule

Create a Case Macro

NEW QUESTION 35
An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

NEW QUESTION 36
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.

NEW QUESTION 37
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product – related and other cases and configure console components to show customer – or product related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

NEW QUESTION 38
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?

Create a task related to the article with a reminder set for the article start date.

Create a workflow rule to update the article status to Published on the article start date.

Set the article publish date to automatically display the article on the start datE.

Send an email reminder to update the article status to Published on the start date.

Ace Service-Cloud-Consultant Certification with 292 Actual Questions: https://www.prepawaypdf.com/Salesforce/Service-Cloud-Consultant-practice-exam-dumps.html

Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

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