Service-Cloud-Consultant Dumps To Pass Salesforce Exam in 24 Hours - TestInsides
Buy Latest Service-Cloud-Consultant Exam Q&A PDF - One Year Free Update
NEW QUESTION 55
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- B. It is an intermediary between a telephony system and a Salesforce CRM call center user
- C. It allows voicemails to be captured and stored as attachments on cases
- D. It utilizes the SoftPhone capability from within the Salesforce application
Answer: B,D
NEW QUESTION 56
Milestones can be added to which three object types?
Choose 3 Answers
- A. Service
- B. Case
- C. Entitlement
- D. Work order
- E. Account
Answer: B,C,D
NEW QUESTION 57
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. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
NEW QUESTION 58
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Displays records and their related items as tabs on one screen
- B. Is available for users in the partner portal
- C. Allows Chatter Messenger to be used between agents
- D. Indicates when records and lists are changed by others
Answer: A,C
NEW QUESTION 59
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Permission must be granted to users.
- B. The Run Macros Action must be on the page layout.
- C. The Macros widget or utility must be added to the console.
- D. Users must use Lightning Experience.
- E. Publisher Actions used in the macros must be on the page layout.
Answer: A,D,E
NEW QUESTION 60
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Routeto agents staffing the assigned overflow queues.
- D. Route to agents with the least amount of active assigned work.
Answer: A,D
NEW QUESTION 61
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis
phase of the project has just been completed. Additional requirements were discovered that will result in the
project exceeding timeline and budget constraints. What is the first step the consultant should take to address
the issue?
- A. Add development resources to the project team to build out the additional requirements.
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline. - C. Adjust the project scope to accommodate new requirements and continue with the original project
schedule - D. Document the requirements gap and communicate development options to the project team
Answer: D
NEW QUESTION 62
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 Users.
- B. Configure Case Assignment Rules to use Queues.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Omni-Channel Routing Model as Least Active.
Answer: C
NEW QUESTION 63
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information
website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Display articles with HTML, images, and links.
- C. Publish articles to the Web using Salesforce Publisher.
- D. Display articles in Salesforce Answers.
Answer: A,B
NEW QUESTION 64
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Create a custom object for each step in the process
- B. Use Visualforce to create a wizard for each process
- C. Use Visual Workflow to streamline the process
- D. Organize the fields on the page layout to match each process
Answer: C,D
NEW QUESTION 65
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Handles more the 10,000 emails a day
- B. Accepts attachments from emails
- C. Requires the use of Transport Layout Security (TLS)
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 66
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Train support agents
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION 67
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Change Sets
- B. Data Import Wizard
- C. Mass Transfer Records
- D. Data Loader
Answer: A,C
NEW QUESTION 68
Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Case teams
- B. Workflow rules
- C. Escalation rules
- D. Auto-response rules
Answer: A,B
NEW QUESTION 69
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 70
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In
addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Entitlements
- B. Workflow Management (WFM)
- C. Chat log history
- D. Automatic Call Distributor (ACD)
- E. Interactive Voice Response (IVR)
Answer: B,D
NEW QUESTION 71
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case custom reports
- C. Case assignment rules
- D. Case queues
Answer: C,D
NEW QUESTION 72
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. An email is automatically sent to the case owner
- C. A Workflow rules is activated
- D. An Assignment Rule is Activated
Answer: B
NEW QUESTION 73
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing set to grant the Customer Community user access to records associated to theirContact record.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing rule to ensure record access is granted based oncriteria of the case.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: C
NEW QUESTION 74
......
Download the Latest Service-Cloud-Consultant Dump - 2022 Service-Cloud-Consultant Exam Question Bank: https://www.testinsides.top/Service-Cloud-Consultant-dumps-review.html
Latest Salesforce Service-Cloud-Consultant Certification Practice Test Questions: https://drive.google.com/open?id=1r0AVXIsmg7nMCklKs7qqPQg_i8FG00JL