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NEW QUESTION # 13
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Create a Chatter group and invite the customer to join with an external chatter user.
Answer: C
NEW QUESTION # 14
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
- A. Bulk Data Transfer API
- B. Java Language Specific Toolkit
- C. Cloud-to-Cloud Integration Toolkit
- D. Data Integration via SOAP API
Answer: A
NEW QUESTION # 15
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Lightning Component
- B. Contact Request flow
- C. Direct Messaging
- D. Case queues
Answer: D
NEW QUESTION # 16
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. Provide a timeline that addresses all the requirements.
- C. Organize the requirements from largest to smallest.
- D. Identify the requirements needed for initial GoLive.
Answer: D
NEW QUESTION # 17
What should a consultant recommend service agents use?
- A. Paused now interviews Lightning Component.
- B. Recommendation Strategy Metrics related list.
- C. History tab on the Actions & Recommendations comporent.
- D. Einstein Next Best Action Strategy Guilder.
Answer: C
Explanation:
Explanation
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History
NEW QUESTION # 18
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Create a separate .csv for each article type
- B. Map articles with HTML sections to rich text area fields
- C. Use change sets to import data categories
- D. Use the data loader to import unstructured articles
Answer: B,D
NEW QUESTION # 19
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Elements can be used to pass data to legacy systems.
- C. Apex code must be used to update fields in the database.
- D. Elements can be used to update fields in the database.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,B,D
Explanation:
Explanation
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]
NEW QUESTION # 20
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- 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. Approval Process that assigns an Article to a Reviewer Queue.
Answer: C,D
NEW QUESTION # 21
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?
- A. Field Service with Integrated Payments
- B. Experience Cloud with Customer Account Portal template
- C. Service Cloud Voice with Tele-pay
- D. Einstein Bots with Credit Card Payments
Answer: B
NEW QUESTION # 22
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button to articles.
- B. Require agents to create Knowledge articles when opening a case.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: C
NEW QUESTION # 23
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lighining Row Component
- B. Service Console Macros
- C. Lightning Guided Engagement
- D. Path for Cases
Answer: C
NEW QUESTION # 24
A manager has noticed an increase in average case age.This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case historical trending report type.
- C. Create a report using the case snapshot report type.
- D. Create a report using the case age report type.
Answer: A
NEW QUESTION # 25
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Total number of account and contact records in the database
- B. Account team relationship to the primary contact
- C. Visibility and access to the work order records
- D. Case closure rules on the original case
- E. Work order and customer contact escalation requirements
Answer: C,D,E
NEW QUESTION # 26
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Solution design document
- B. Requirements traceability matrix
- C. Project kickoff presentation
- D. Project milestones
Answer: C,D
NEW QUESTION # 27
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lighining Row Component
- B. Service Console Macros
- C. Lightning Guided Engagement
- D. Path for Cases
Answer: D
Explanation:
Explanation
Path for Cases is a feature that can allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting. Path for Cases is a feature that allows administrators to define the key stages and steps for resolving cases in Salesforce. Path for Cases can help agents track the progress of each case and see the guidance and tips for each stage. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.path_setup_cases.htm&type=5
NEW QUESTION # 28
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