NEW 2022 Certification Sample Questions Service-Cloud-Consultant Dumps & Practice Exam
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NEW QUESTION 93
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to
be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Create quick actions
- B. Deploy Pre-Chat form
- C. Activate quick test
- D. Configure LiveMessage
Answer: B,C
NEW QUESTION 94
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based oncriteria of the case.
- B. A sharing set to grant the Customer Community user access to records associated to theirContact record.
- C. An organization-wide default of Public Read/Write on the Case object.
- D. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
Answer: A
NEW QUESTION 95
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Live Agent
- C. Customer Community
- D. Chatter Answers
- E. Knowledge Base
Answer: C,D,E
NEW QUESTION 96
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. Employ surveys to confirm customer satisfaction.
- D. Increase the number of agents.
Answer: A,C
NEW QUESTION 97
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Employee Community
- C. Customer Community
- D. Reseller Community
Answer: A
NEW QUESTION 98
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It utilizes the SoftPhone capability from within the Salesforce application
- B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- C. It is an intermediary between a telephony system and a Salesforce CRM call center user
- D. It allows voicemails to be captured and stored as attachments on cases
Answer: A,C
NEW QUESTION 99
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?
- A. On-Demand Email-to-Case
- B. Standard Email-to-Case
- C. Web-to-Case forms
- D. Omni-Channel routing
Answer: B
NEW QUESTION 100
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users
- B. Create a SoftPhone layout and assign to user profiles
- C. Assign the Salesforce users to the Call Center.
- D. Use Apex to create an adapter to work with third-party CTI systems
- E. Install an adapter from AppExchange to work with third-party CTI systems
Answer: B,C,E
NEW QUESTION 101
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Routeto agents staffing the assigned overflow queues.
- D. Route to agents with the least amount of active assigned work.
Answer: A,D
NEW QUESTION 102
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays # of cases with articles attached during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Create a report that display the # of articles searched during the past 2 months
Answer: A,D
NEW QUESTION 103
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?
- A. Create a task related to the article with a reminder set for the article start date.
- B. Send an email reminder to update the article status to Published on the start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Set the article publish date to automatically display the article on the start datE.
Answer: D
NEW QUESTION 104
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Mix telephony interactions with email and chat
- B. Extend benefits to part-time agents
- C. Allow shift trading between agents
- D. Provide additional training on tools and process
Answer: B,C
NEW QUESTION 105
Universal Containers' support management team has noticed an increase in wait times over the last several
months when customers call in for support. Which two recommendations should a Consultant suggest to help
decrease customer wait times? Choose 2 answers
- A. Set up analytical snapshots to capture key case information and create historical trending reports.
- B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- D. Set up a Salesforce Customer Community that will allow customers to create cases online.
Answer: C,D
NEW QUESTION 106
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Company Community
- B. Partner Community
- C. Customer Community
- D. Employee Community
Answer: C
NEW QUESTION 107
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Number of articles attached to a case
- D. Numberof cases escalated by agent
Answer: A,C
NEW QUESTION 108
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 Public Group with access to the service console app.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Permission Set granting the Service User license.
- D. Assign users to a Permission Set with access to the service console app.
Answer: B,D
NEW QUESTION 109
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What is the duration of the Service-Cloud-Consultant Exam
- Format: Multiple choices, multiple answers
- Number of Questions: 60
- Length of Examination: 105 minutes
- Passing Score: 67%
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