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
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
- A . Omni-Channel
- B . Publisher Actions
- C . Macros
- D . Quick Text
- E . Chatter
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A . Allow Comments on Knowledge articles.
- B . Implement Case Assignment Rules.
- C . Enable Chat in an Experience Cloud site.
- D . Create a self-service Help Center.
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A . Service Cloud Portal
- B . Customer Community Login
- C . High Volume Customer Portal
- D . Partner Community Login
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?
- A . Customize service channel settings to define how the organization receives work from various
- B . Create a Salesforce Case to have Omni-Channel enabled.
- C . Create the necessary objects in Salesforce.
- D . From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A . Add the Knowledge related list to the Case record page.
- B . Add the Knowledge tab to the Service Console.
- C . Add Knowledge Data Categories to each Case.
- D . Add the Knowledge Component to the Case record page.
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A . Salesforce Console
- B . Entitlements and Milestones
- C . Case Escalation
- D . Case Assignment
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A . The Customer is shown the new Rep’s name
- B . Both Service Reps can chat with the customer
- C . The chat transcripts and case are transferred
- D . The Customer doesn’t know they were transferred
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A . Web-to-Case
- B . Outlook Integration
- C . Email-to-Case
- D . On-Demand Email-to-Case
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A . Visual Studio Code and change sets
- B . Mass Transfer Records, change sets, and Visual Studio Code
- C . Visual Workflow, data loader, and Force.com IDE
- D . Data loader, change sets, and Force.com Excel Connector
A client’s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A . Create Knowledge Articles and publish internally and publicly.
- B . Configure IVR routing to bypass Tier 1 for the product line.
- C . Configure Omni-channel to assign cases directly to Tier 2.
- D . Create a dashboard to track and manage call volumes by type.
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