Service Cloud Consultant exam

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...

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....

Milestones can be added to which three object types? Choose 3 AnswersA . Work order B. Case C. Service D. Entitlement E. AccountView AnswerAnswer: A, B D

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked...

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?A . Configure Process Builder...

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?A . Push Notifications B. Case Feed C. Omni-channel Supervisor D. Next Best ActionsView AnswerAnswer: C

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answersA . 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...

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?A . Change the org-wide default for cases and contacts internal access to private. B. Update the case...

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 answersA . customer satisfaction Survey B. Customer Purchase History C. Customer Support Requests D. Net promoter Score E. Service Level AgreementView AnswerAnswer: A B...

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....