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Service-Cloud-Consultant PDF Dumps | Oct 14, 2022 Recently Updated Questions
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 208
All of the following objects may have a queue EXCEPT:
- A. Leads
- B. Accounts
- C. Cases
- D. Custom Objects
Answer: B
NEW QUESTION 209
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Displayarticles in Salesforce Answers.
- B. Display articles in a public knowledge base.
- C. Display articles with HTML, images, and links.
- D. Publish articles to the Web using Salesforce Publisher.
Answer: B,C
NEW QUESTION 210
Universal Containers needs to 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 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.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Import payment data into Salesforce and add to the contact page layout as a related list.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- D. Use Lightning Connect to connect and access data in real-time from the billing system.
Answer: B,C
NEW QUESTION 211
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product article types
Answer: B
NEW QUESTION 212
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- B. It does NOT require a software install for each call center user on a Windows-based PC.
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - D. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone - E. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
Answer: A,C,E
NEW QUESTION 213
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Account team relationship to the primary contact
- C. Visibility and access to the work order records
- D. Work order and customer contact escalation requirements
- E. Total number of account and contact records in the database
Answer: A,C,D
NEW QUESTION 214
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. The Customer doesn't know they were transferred
- C. The Customer is shown the new Rep's name
- D. Both Service Reps can chat with the customer
Answer: A,C
NEW QUESTION 215
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Approval of test scripts from the business lead
- B. Verification that sample data has been loaded
- C. Fund customer approval on training materials
- D. Verification of the production migration checklist
Answer: A,B
NEW QUESTION 216
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 Satisfaction
- C. Customer Engagement Score
- D. Net Promoter Score
Answer: D
NEW QUESTION 217
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. Customer Support Requests
- B. Customer Purchase History
- C. customer satisfaction Survey
- D. Service Level Agreement
- E. Net promoter Score
Answer: B,C,E
NEW QUESTION 218
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Omni-Channel
- C. Page Layouts
- D. Article Types
- E. Record Types
Answer: A,B,E
NEW QUESTION 219
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)
- A. Chatter groups for customer
- B. Visibility into service entitlements
- C. Mobile access to case information
- D. Predictive dialer for outbound calls
Answer: B,C
NEW QUESTION 220
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)
- A. Enable and use Chatter feed tracking on the case object.
- B. Create case teams and introduce swarming to resolve cases.
- C. Enable the Service Cloud Console and Knowledge sidebar for agents.
- D. Create escalation rules to re-assign cases after SLAs have expired.
Answer: A,B
NEW QUESTION 221
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of open cases per day
- B. Number of cases escalated
- C. Average Number of days to close cases
- D. Number of Closed cases on first call
- E. Number of new customers added
Answer: A,B,C
NEW QUESTION 222
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases closed Month-to-date
- B. All open cases by Channel
- C. All open Cases by Priority
- D. All Cases by Customer
- E. Case resolution time
Answer: B,C,E
NEW QUESTION 223
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
- A. Java Language Specific Toolkit
- B. Bulk Data Transfer API
- C. Data Integration via SOAP API
- D. Cloud-to-Cloud Integration Toolkit
Answer: B
NEW QUESTION 224
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.
- A. First call resolution
- B. Customer satisfaction survey
- C. Average handle time
- D. Service level agreement
Answer: A,B
NEW QUESTION 225
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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