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NEW QUESTION # 72
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
- A. Set the visibility to the data categories
- B. Utilize topic tags for each product type
- C. Define article types with sharing settings
- D. Enable suggested artciels in the community
Answer: B
Explanation:
Explanation
Utilizing topic tags for each product type is a solution that can satisfy the requirement of allowing community members to find knowledge articles based on the product type. Topic tags are keywords that can be assigned to articles, questions, or other content in the community to categorize them by subject. Community members can use topic tags to filter and search for content that matches their interests or needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_manage.htm&type=5
NEW QUESTION # 73
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comments List View
- C. Comment Search Component
- D. Search Utility Component
Answer: A
Explanation:
Explanation
Global Search is the search mechanism that should be used to find case comments from within the Lightning Service Console. Global Search is a feature that allows you to search for records or information across multiple objects and fields in Salesforce. Global Search can be used to find case comments by entering keywords or phrases in the search box at the top of the Service Console. Global Search can also be used to filter the search results by object, owner, date, or other criteria. Verified References: [Service Cloud Consultant Certification Guide & Tips], Search for Information in Salesforce
NEW QUESTION # 74
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Original creation date and total number of article views
- B. Last modified date and frequent search terms
- C. Original creation date and average rating of articles
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION # 75
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Replaces the need for an email channel
- B. Eliminates tracking of customer entitlements
- C. Uncovers gaps in the knowledge base
- D. Reduces incoming call volume
Answer: C,D
NEW QUESTION # 76
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Create an API integration between Salesforce and the telephony system.
- B. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- C. Implement an on demand telephony solution provided by a vendor.
- D. Use a computer telephony integration (CTI) adapter that supports its telephony system.
Answer: D
NEW QUESTION # 77
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Implement SOS for mobile experience
- B. Add Live Agent to public-facing sites
- C. Configure Chatter for public access
- D. Create a Customer Community
- E. Utilize KCS to manage Knowledge
Answer: A,B,E
NEW QUESTION # 78
Milestones can be added to which three Object types? Choose 3 answers
- A. Account
- B. Service
- C. Work Order
- D. Entitlement
- E. Case
Answer: C,D,E
NEW QUESTION # 79
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. Independent
- B. Auto-Add
- C. Sequential
- D. No Resource
Answer: A
Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types
NEW QUESTION # 80
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
- A. Generate all of the requirements with UC executives and then develop the project schedule.
- B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- C. Finish all of the project requirements at once and deliver a complete solution.
Answer: B
Explanation:
For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.
NEW QUESTION # 81
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: C
Explanation:
Explanation
Assigning team-based profiles to the associated product data category value is a solution that can meet the requirement of allowing contact center agents to only view articles for the product they support. Data category values are subcategories that can be used to further refine and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data category values are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 82
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
- A. Organize up to 200 categories in each category group.
- B. Consolidate into 3 or fewer category groups.
- C. Assign up to 10 data categories per category group to each article.
- D. Reorganize Into a hierarchy with 6 or fewer levels.
Answer: B
NEW QUESTION # 83
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Create a page layout for each record type ;assign layouts to servce agents
- B. create a data category for each product assign data categories to service agents.
- C. Create a permission set for each record type ;assignpermisisons to service agents
- D. Crreate an article action for each record type;assign record types to service agents
Answer: B
Explanation:
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 84
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases.
Lower-priority cases have different response times. The service center
uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
- A. Capacity Model
- B. Secondary Routing Priority
- C. Skills-Based Routing
Answer: B
Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.
NEW QUESTION # 85
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?
- A. Use Einstein Chat Insight to identify areas to improve.
- B. Use Omni-Channel Supervisor to monitor agents' chat sessions.
- C. Use skills-based routing in Salesforce Messaging.
- D. Use an Einstein Bots Chat to handle common issues.
Answer: A
Explanation:
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_setup.htm&type=5
NEW QUESTION # 86
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Experience site
- B. Customer Experience site
- C. Employee Community
Answer: A
Explanation:
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.
NEW QUESTION # 87
A customer has recently implemented an on-premise telephony system that is common in the industry. This
customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a
consultant recommend?
- A. Create an API integration between Salesforce and the telephony system.
- B. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- C. Implement an on demand telephony solution provided by a vendor.
- D. Use a computer telephony integration (CTI) adapter that supports its telephony system.
Answer: D
NEW QUESTION # 88
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - B. It does NOT require a software install for each call center user on a Windows-based PC.
- C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- E. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone
Answer: A,C,D
NEW QUESTION # 89
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add the knowledge related list to the case record page
- B. Add knowledge component to case record page
- C. Add knowledge data categories to each case
- D. Add the knowledge tab to the service console
Answer: B
Explanation:
Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page.
Knowledge component also shows suggested articles based on the case information and the agent's profile.
Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component_suggested.htm&type=5
NEW QUESTION # 90
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
- A. Change set
- B. Create an Unmanaged package
- C. Manuallyre create the Permission sets
- D. Publish a Managed package
Answer: A
Explanation:
Explanation
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users' functional access without changing their profiles. Verified References: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview
NEW QUESTION # 91
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
- A. Filter the views by case owner.
- B. Reduce the number of fields displayed.
- C. Remove filter criteria from the views.
- D. Restrict visibility of the views.
Answer: A,B
Explanation:
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5
NEW QUESTION # 92
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. Configure a Visual Flow Troubleshooting Action
- B. Implement Lightning Guided Engagement
- C. Enable Omni-Channel Case assignment
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: B
Explanation:
Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement
NEW QUESTION # 93
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.
- A. Configure entitlements and milestones to enforce SLAs
- B. Hire more agents for the contact centers
- C. Improve the training provided to existing agents
- D. Track social sentiment across social media outlets
Answer: B,C
NEW QUESTION # 94
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Import payment data into Salesforce and add to the contact page layout as a related list.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- D. Use Lightning Connect to connect and access data in real-time from the billing system.
Answer: B,C
NEW QUESTION # 95
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