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 21,2024.
- Exam Code: Service Cloud Consultant
- Exam Name: Salesforce Certified Service cloud consultant
- Certification Provider: Salesforce
- Latest update: Nov 21,2024
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 . Email-to-Case
- B . web-to-Case
- C . An AppExchange package
- D . On-Demand Email-to-Case
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 . Implement Field Service Lightning.
- B . Integrate with an enterprise resource planning system.
- C . Develop and publish a knowledge management system
- D . Configure Visual Flows on Salesforce mobile.
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?
- A . Create separate data category groups for each division and assign the category to a division profile.
- B . Create a sharing rule for each division to provide access using the role hierarchy.
- C . Create a sharing rule for each division to provide access based on criteria of the article.
- D . Create a single data category group for each division and provide access using the role hierarchy.
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
- A . Simplify the interactive voice response (IVR) tree.
- B . Set up Email-to-Case.
- C . Use Assignment rules and case queues.
- D . Add additional agents to lower average hold time.
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A . Select Flag as new version’ checkbox when publishing.
- B . Use Smart Link to Article to select the prior version.
- C . Enable Knowledge User for Service Agents.
- D . Use the Clone option to create a new article.
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
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A . Omni-Channel Routing
- B . Visual Remote Assistant
- C . Workforce Engagement Self Scheduling
- D . Field Service Scheduler
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A . Web-to-Case
- B . Embedded Chat Service
- C . Customer Community
- D . Case Assignment Rules
Which search mechanism should be used to find case comments from within the lightning service console?
- A . Search utility component
- B . Comment search component
- C . Comments list view
- D . Global search
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A . Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.
- B . Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C . Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D . Configure the new app in developer org and use an unmanaged package to deploy to production.
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