Salesforce Service Cloud Consultant Salesforce Certified Service cloud consultant Online Training
Salesforce Service Cloud Consultant Online Training
The questions for Service Cloud Consultant were last updated at Nov 20,2024.
- Exam Code: Service Cloud Consultant
- Exam Name: Salesforce Certified Service cloud consultant
- Certification Provider: Salesforce
- Latest update: Nov 20,2024
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A . Push Notifications
- B . Case Feed
- C . Omni-channel Supervisor
- D . Next Best Actions
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend? Choose 2 answers
- A . Customer community
- B . Knowledge base
- C . Service cloud console
- D . Automatic call distribution
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 . Social Persona for Twitter and Facebook.
- B . Social Media Marketing message tagging.
- C . Social Customer Service for Twitter and Facebook.
- D . Einstein Bot social queues.
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A . Create Synonym Groups.
- B . Create Article Translation.
- C . Enable Suggested Articles.
- D . Add Data Category Groups.
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A . Change the org-wide default for cases and contacts internal access to private.
- B . Update the case assignment rule to add the site member to the predefined case team.
- C . Create a sharing rule to share the contact record with the site member.
- D . Set up a sharing set to grant access based on the site member’s contact record.
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A . Select two Twitter or Facebook accounts.
- B . Create and assign permission sets to give agents social account access.
- C . Retrieve Social Studio credentials.
- D . Enable the Moderation feature to automatically create cases from posts.
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 . Contact Salesforce to send a report on article efficacy.
- B . Send out a monthly survey to customers requesting feedback.
- C . Install Knowledge Base Dashboards and Reports AppExchange package.
- D . Create a group of super users that will evaluate and manage articles.
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 . Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- B . Create a central "Contact Us" page which provides access to all available channels.
- C . Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D . Optimize the customer community for mobile devices to have access to the same support as desktops.
- E . Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A . Configure Case Escalation Rules.
- B . Define Entitlement and Milestones.
- C . Use Process Builder with Scheduled Actions
- D . Enable Omni-Channel Routing.
Milestones can be added to which three object types? Choose 3 Answers
- A . Work order
- B . Case
- C . Service
- D . Entitlement
- E . Account
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