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
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A . Add the Knowledge Component to the Service Console.
- B . Add the Knowledge tab to the Console app.
- C . Create email templates with Knowledge Articles attached.
- D . Add the Suggested Article widget to the Case page layout.
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A . Service Console Macros
- B . Lightning Guided Engagement
- C . Path for Cases
- D . Lightning Flow Component
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A . Increased call deflection
- B . Increased call routing accuracy
- C . Reduced issue resolution time
- D . Reduced support channels
- E . Optimized use of resources
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A . Create a macro to send an email with the article to the customer.
- B . Create a workflow email alert to send the article to the customer.
- C . Create an auto-response rule to send the article to the customer.
- D . Create a Lightning email template to send the article to the customer.
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.
Which solution should a Consultant suggest to improve the efficiency of console users?
- A . Enable Keyboard shortcuts
- B . Define criteria-based record page components
- C . Configure Macros
- D . Create multiple Console layouts
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A . Create a case assignment rule to ensure cases are owned by a user when closed.
- B . Use a data tool to update the owner field on closed cases.
- C . Create a Process Builder and Flow to change the owner on closed cases.
- D . Create a case validation rule to ensure cases are owned by a user when closed.
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated.
How can a Consultant migrate the file attachments?
- A . Upload the files as Documents, then relate them to the migrated Articles.
- B . Use the Lightning Knowledge Migration Tool and choose ‘include files’.
- C . Use the Files Related List on each article to add files to your articles.
- D . Post the Files to the Chatter Feed on each Article.
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A . Prepare, Plan, Test, Execute, Validate
- B . Plan, Prepare, Test, Execute, Validate
- C . Prepare, Plan, Validate, Execute, Test
- D . Plan, Prepare, Validate, Execute, Test
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented? Choose 2 answers
- A . Article Record Types must be created before the import.
- B . Each Article Record Type must be in a separate CSV.
- C . Article Record Types will be created as part of the import.
- D . Multiple Article Record Types can be imported in the same CSV.
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
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