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Salesforce Service-Cloud-Consultant Exam Questions

Salesforce Service-Cloud-Consultant Exam Questions

Certification Exams

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Number Of Questions: 174

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Exam Details

Exam Name:

Salesforce Certified Service cloud consultant

Exam Code:

Service-Cloud-Consultant

Total Questions in Exam:

174

Demo Questions

Q1. Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?

A.Assign a global team of experienced analysts to create a standard report template.

B. Ask leadership, management, and agents in all regions to vote on the standard reporttemplate.

C. Request that the VP of worldwide support design a standard report template to provide aclear vision

Answer: A

Q2. A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?

A.Add the Case's Entitlement related list to the Case Lightning Record Page.

B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C. Add the related Account's Entitlement related list to the Case Lightning Record Page.

Answer: B

A.Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced. What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

B. Develop custom Knowledge reports and dashboards.

C. Create a review board to evaluate and manage Knowledge articles.

D. Install the Knowledge Base Dashboards & Reports AppExchange package.

Answer: C

Q4. What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A.It should be deployed with Experience Builder.

B. It is incompatible with Einstein Bots.

C. It should be routed via Omni-Channel,

Answer: C

Q5. 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 data is stored in an external system containing over 20 million records. * Only the finance department has direct access to the billing system. Which solution should a consultant recommend?

A. Create a custom tab that displays a search page from the billing system.

B. Integrate payment data into Salesforce from the billing system using custom objects.

C. Configure Salesforce Connect and External Objects to the billing system.

Answer: C

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