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 12,2024.
- Exam Code: Service Cloud Consultant
- Exam Name: Salesforce Certified Service cloud consultant
- Certification Provider: Salesforce
- Latest update: Nov 12,2024
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A . Assign a global team of experienced agents and leaders to create a common design template and report structure.
- B . Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C . Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- D . Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A . Entitlement processes, milestones, milestone actions, and entitlements
- B . Entitlement processes, contracts, contract line Items, and entitlements
- C . Entitlement processes, contract line items, milestones, and entitlements
- D . Entitlement processes, contracts, milestones, and milestone actions
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 . Omni-Channel
- B . Page Layouts
- C . Record Types
- D . Support Processes
- E . Article Types
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A . On a utility bar of the Lightning App
- B . On a record Highlights Panel
- C . On a record Activity Feed list
- D . On the Calendar right hand panel
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A . Define Case Auto-Response Rules.
- B . Establish Case Assignment Rules.
- C . Create a Process Builder with Scheduled Actions.
- D . Configure Case Escalation Rules.
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A . Enable Work Orders.
- B . Create an Entitlement Process.
- C . Set up Milestones.
- D . Configure Service Contracts.
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A . Configure Case Assignment Rules to use Queues.
- B . Configure Omni-Channel Routing Model as Most Available.
- C . Configure Case Assignment Rules to use Users.
- D . Configure Omni-Channel Routing Model as Least Active.
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A . Approval Process that assigns an Article to a Reviewer Queue.
- B . Knowledge Action to Publish an Article once the Article is approved.
- C . Validation Rules for article record types to verify all fields during creation.
- D . Data Category to assign an article record type to a Reviewer.
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A . On-Demand Email-to-case
- B . Standard email to case
- C . Web to case forms
- D . Omni channel routing
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 open Cases by Priority
- B . All open cases by Channel
- C . All Cases closed Month-to-date
- D . Case resolution time
- E . All Cases by Customer
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