Pass Service-Cloud-Consultant Brain Dump Updated Certification Sample Questions
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Salesforce Certified Service cloud consultant certification is highly valued in the industry and is a testament to the candidate's knowledge and skills in the Salesforce Service Cloud platform. It is an advanced-level certification that requires candidates to have a deep understanding of the Service Cloud features and functionalities, including case management, knowledge management, contact center automation, and social customer service.
Salesforce Service-Cloud-Consultant certification exam is suitable for professionals who work as Service Cloud consultants, Service Cloud administrators, Service Cloud developers, or any other role that involves working with Service Cloud solutions. Salesforce Certified Service cloud consultant certification is also ideal for those who want to enhance their skills and knowledge in Service Cloud and customer service processes.
NEW QUESTION # 10
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Create a central "Contact Us" page which provides access to all available channels.
- C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,B,D
Explanation:
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
NEW QUESTION # 11
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.
- A. Number of attempts to contact
- B. Number of lead referrals
- C. Number of outbound calls per day
- D. Number of closed cases
Answer: A,C
NEW QUESTION # 12
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. Integrate with an enterprise resource planning system.
- B. Configure Visual Flows on Salesforce mobile.
- C. Implement Field Service Lightning.
- D. Develop and publish a knowledge management system
Answer: C
Explanation:
Explanation
Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview
NEW QUESTION # 13
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement
- A. Enable suggested artciels in the community
- B. Utilize topic tags for each product type
- C. Define article types with sharing settings
- D. Set the visibility to the data categories
Answer: B
Explanation:
Utilizing topic tags for each product type is a solution that can satisfy the requirement of allowing community members to find knowledge articles based on the product type. Topic tags are keywords that can be assigned to articles, questions, or other content in the community to categorize them by subject. Community members can use topic tags to filter and search for content that matches their interests or needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_manage.htm&type=5
NEW QUESTION # 14
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. Einstein Bot social queues.
- B. Social Persona for Twitter and Facebook.
- C. Social Media Marketing message tagging.
- D. Social Customer Service for Twitter and Facebook.
Answer: D
Explanation:
Explanation
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview
NEW QUESTION # 15
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Check the survey option in the case settings
- B. Create a Web-to-case form with a custom case type of survey
- C. Enable the case survey auto-response rule
- D. Enable the case survey option on the case object
Answer: B
NEW QUESTION # 16
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Enable Assistance Flag Configuration setting.
- B. Create a blocking rule.
- C. Create sensitive data rules.
- D. Enable Sneak Peek Configuration setting.
Answer: B
Explanation:
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat
NEW QUESTION # 17
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?
- A. Create a dynamic action that launches the ERP system with a deep link to the order locator.
- B. Create a batch integration process that runs hourly to pull all order updates into Salesforce
- C. Use Salesforce Connect and External Objects to represent this information in Salesforce.
Answer: C
Explanation:
To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests.
NEW QUESTION # 18
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. Service Level Agreement
- C. Customer Purchase History
- D. customer satisfaction Survey
- E. Customer Support Requests
Answer: A,B,D
Explanation:
Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company's products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer's expectations and how satisfied the customer is with the service. Verified References: Service Cloud Consultant Certification Guide
& Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 19
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 consultant recommend to address this problem?
- A. Define Case Escalation Rules
- B. Create a Case Macro
- C. Activate a Validation Rule
- D. Configure Process Builder
Answer: B
Explanation:
A case macro is a set of instructions that tells Salesforce how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it. Verified References: Salesforce Help: Macros
NEW QUESTION # 20
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Configure Case Escalation Rules.
- B. Define Case Auto-Response Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Establish Case Assignment Rules.
Answer: B
NEW QUESTION # 21
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs and Cases tab
- B. Case tabs with Account subtabs
- C. Account tab with Cases related list
- D. Account tabs with Case Subtabs
Answer: D
Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]
NEW QUESTION # 22
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. Einstein Bot social queues.
- B. Social Persona tor Twitter and Facebook.
- C. Social Media Marketing message tagging.
- D. Social Customer Service for Twitter and Facebook.
Answer: B
NEW QUESTION # 23
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
- A. Work order and customer contact escalation requiements
- B. Case closure rules on the original case
- C. Accoun team relationship to the primary contact
- D. Total number of accound and contact records in the database
- E. Visibility and accesst to the work order records
Answer: A,B,E
NEW QUESTION # 24
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. An AppExchange package
- D. web-to-Case
Answer: A
NEW QUESTION # 25
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Add a custom Lightning component to the site and the Case Lightning record page.
- B. Use email to case for the client to submit the relevant information to the specialist.
- C. Post a web to case form on the site and assign the case to the specialist for completion.
- D. Create a screen-based flow accessible from the Experience site and internaly.
Answer: D
Explanation:
Explanation
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.flow_concepts_screenelement.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_overview.htm&type=5
NEW QUESTION # 26
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. Order Fulfillment
- B. Telephony
- C. Enterprise Resource Planning (ERP)
- D. Marketing
Answer: A
NEW QUESTION # 27
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