The Most In-Demand Salesforce Service-Cloud-Consultant Pass Guaranteed Quiz [Q66-Q88]

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The Most In-Demand Salesforce Service-Cloud-Consultant Pass Guaranteed Quiz

New Version Service-Cloud-Consultant Certificate & Helpful Exam Dumps is Online

QUESTION 66
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

Both Service Reps can chat with the Customer.

The Customer does not know they were transferred.

The Chat Transcript and Case are transferred.

The Customer is shown the new Representative’s Name

QUESTION 67
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

Field Service with Integrated Payments

Service Cloud Voice with Tele-pay

Einstein Bots with Credit Card Payments

Experience Cloud with Customer Account Portal template

QUESTION 68
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Implement salesforce radians 6 with filters against the company’s twitter account and assign new cases to twitter queue

Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

QUESTION 69
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 the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Create a central “Contact Us” page which provides access to all available channels.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

QUESTION 70
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

Prepare, Plan, Text, Execute, Validate

Prepare, Plan, Validate, Execute, Text

Plan, Prepare, Test, Execute, Validate

Plan, Prepare, Validate, Execute, Text

QUESTION 71
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are
provided different service levels based on their Services agreement. The VP of Customer Service wants to use
Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain
stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

Salesforce Console

Entitlements and Milestones

Case Escalation

Case Assignment

QUESTION 72
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

It does NOT require a software install for each call center user on a Windows-based PC.

QUESTION 73
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

Social Persona for Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

QUESTION 74
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

Customer Community

Field Service Lightning

SOS Video Chat

Salesforce Knowledge

QUESTION 75
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

Restrict the Manage Articles user permission

Enable and configure wildcards for article searches

Require that an article be added when closing a case

Set up an intuitive Data Category hierarchy

QUESTION 76
Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
sidebar.

Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

Configure the agent console and display the articles, case view, and external system custom object

Create a custom Visualforce page to display case list view, external system, and knowledge articles

QUESTION 77
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

Import the records and create a workflow rule to change the data type.

Standardize all rows to match Salesforce data types.

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

QUESTION 78
Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Force.com Sites

Customer portalPartner portal

Self-service portal

Partner portal

Force.com Web Services API

QUESTION 79
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

QUESTION 80
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?

Define criteria-based record page components

Create multiple Console layouts

Enable Keyboard shortcuts

Configure Macros

QUESTION 81
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

Force.com IDE

Agile

Kanban

Waterfall

QUESTION 82
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

Contact salesforce to have Omni channel enabled.

Enable Omni channel in setup.

Assign users to the Omni channel feature license.

Assign users to Omni channel permissions.

QUESTION 83
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

An email to case inquiry

On-demand email to case

While holding for a support agent

Web-to-case question

QUESTION 84
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

Define case auto-response rules.

Use Flow Builder to create a flow with a scheduled path.

Establish case assignment rules.

Configure case escalation rules.

QUESTION 85
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

QUESTION 86
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements’

Configure e deshboerd refresh schedule.

Ensure View All Data is not assigned to users.

Use a Dynamic Dashboard based on running user.

Add multiple Dashboard Filters.

QUESTION 87
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:

Custom indexes

Tiered data strategy

Record types

Divisions

Custom search

QUESTION 88
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar related list on the case page layout.