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
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A . Create a report using the Case Lifecyle report type
- B . Create a report using the Case age report type
- C . Create a report using the Case snapshot report type
- D . Create a report using the Case historical trending report type
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a Consultant configure the Lightning Service Console to support this requirement?
- A . Enable Omni-Channel Case assignment
- B . Define separate Record Types for Tier 1 and Tier 2
- C . Implement Lightning Guided Engagement
- D . Configure a Visual Flow Troubleshooting Action
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ….
Which configuration option should be verified?
- A . Verify that users have access to the Chat public group.
- B . Verify that users are assigned the Chat user profile
- C . Verify that users have access to the Chat buttons.
- D . Verify that users are assigned the Chat feature license.
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A . Use a global quick action to capture details.
- B . Use an auto-launched flow to capture details.
- C . Use a new customer Path on Contact to capture details.
- D . Use Open CTI with Pop to flow to capture details.
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A . Lookup Filter
- B . Auto-Add Milestones
- C . Cross-Object Formula
- D . Approval Process
Universal Containers is preparing to implement Service Cloud for its global Support team.
Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A . Prioritize the requirements based on who submitted them.
- B . Identify the requirements needed for initial GoLive.
- C . Provide a timeline that addresses all the requirements.
- D . Organize the requirements from largest to smallest.
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A . customer satisfaction Survey
- B . Customer Purchase History
- C . Customer Support Requests
- D . Net promoter Score
- E . Service Level Agreement
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A . Enable article customization for open cases.
- B . Enable agents to create their own personal articles.
- C . Enable suggested articles on new cases.
- D . Enable article submission during case close.
- E . Create an email template to send articles as PDF attachments.
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A . Knowledge One with Article Recommendations
- B . Experience Cloud with self-support
- C . Omni-Channel with Skills-Based Routing.
- D . Live Agent and Live Message
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A . Configure Lightning Guided Engagement.
- B . Configure a Live Chat Validation Rule.
- C . Customize the Pre-chat form.
- D . Customize the Lightning Console chat page.
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