Tips To Pass Salesforce Service Cloud Consultant Exam

Jonnie Karnath2023-08-07T09:01:40+00:00

The Salesforce Service Cloud Consultant Exam is a certification exam that tests a professional’s knowledge of the Service Cloud platform and its various features. If you’re preparing for the Salesforce Service Cloud Consultant Exam, be sure to check out Certspots. Certspots offers free Salesforce Service Cloud Consultant Exam dumps, which are a great way to practice and prepare for the exam. These Salesforce Service Cloud Consultant Exam dumps are designed to help you identify areas where you need more study and practice, and they can be a valuable resource as you work towards passing the exam.

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1. Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing.

What required step Should a consultant address before configuring Omni Channel?

Customize service channel settings to define how the organization receives work from various

Create a Salesforce Case to have Omni-Channel enabled.

Create the necessary objects in Salesforce.

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

2. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.

Which type of Community license should be used to meet these requirements?

Customer Community Plus

Customer Community

High Volume Customer Portal

Lightning External Apps Starter

3. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.

What is the recommended feature to improve productivity?

Quick Text

Service Console

Lightning Utility Bar

Macros

4. Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.

Which action should a Service Cloud consultant recommend?

Enable Case Merge.

Create an auto-launched flow.

Configuration a blocking duplicate rule

Set a validation rule

5. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.

Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production

Choose 2 answers

Data Import Wizard

Change Sets

Data Loader

Mass Transfer Records

6. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Validation Rules

Einstein Next Best Action

Service Analytics Predictions

Einstein Reply Recommendations

7. Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

Email-to-Case

Salesforce for Outlook

Web-to-Case

On-Demand Email-to-Case

8. 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?

Enable Keyboard shortcuts

Define criteria-based record page components

Configure Macros

Create multiple Console layouts

9. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

10. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

The report is shared with a Chatter Group.

The report contains a chart.

The report has a standard Report Type.

The report is a Summary or Matrix report.

The report chart is added to the Page Layout.

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11. Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.

What is the recommendeo report change to meet the requirements?

Filter or Cosed When Created equals true

Filter on Status equals Ctosea Resolved

Filter where Dete/Time Opened equals Created Date

Filter where Closed Date equals Created Date

12. Universal Containers wants to ensure the contracted service level requirements for its clients are being met.

What should be configured to meet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

13. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

14. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.

Which two recommendations should a consultant suggest to help decrease customer wait times? Choose 2 answers:

Set up analytical snapshots to capture key case information and create historical trending reports

Set up a Salesforce Customer Community that will allow customers to create cases online

Create reports to analyze call data in order to understand peak times and ensure adequate staffing

Create case escalation rules to route high priority cases directly to supervisors for resolution

15. Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs).

Which two features need to be configured as part of the implementation? Choose 2 answers

Workflow Actions

Milestones

Assignment Rule

Escalation Rule

16. Universal Containers wants to implement a customer service community.

The goal of the community is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Create a sharing rule to share the contact record with the community member.

Change the org-wide default for cases and contacts internal access to private.

Set up a sharing set to grant access based on the community member’s contact record.

Update the case assignment rule to add the community member to the predefined case team.

17. Cloud Kicks uses the Service Console and work items to route cases to available agents.

Service agents need a way to see work they have accepted and incoming items.

Which feature should a Service Cloud consultant recommend?

Global Shared Macro

Omni-Channel Utility widget

Actions & Recommendations component

Personalised navigation menu

18. Milestones can be added to which two Object types? Choose 2 answers

Account

Work Order

Last

service

19. Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Anwer?

It captures the same informaion as First Call Resolution.

It includes blocked and abandoned calls.

It is the typical experience of a caller.

It is askewed by calls that are quickly answered

20. Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.

Which solution should a consultant recommend?

Web-to-Case

Outlook Integration

Email-to-Case

On-Demand Email-to-Case

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21. universal containers receives partner data in excel format.the excel data is all text, but needs to be imported into existing Salesforce date, number and text fileds.

Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

22. Milestones can be added to which three object types? Choose 3 Answers

Work order

Case

Service

Entitlement

Account

23. What should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

Customize the pre chat form

ConfigureLightningGuided Engagement

24. Support cent©' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.

What are two recommended service console features that work together to improve the process ** Choose 2 answers

Quick Action

Outbound Sales Dialer

Macros

History Utility

25. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

26. The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.

What are two places the messages can be routed to? Choose 2 answers

Chatter Group

Web Chat

Einstein Bots

Call Center Agent

27. Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.

A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?

Use a global quick action to capture details.

Use an auto-launched flow to capture details.

Use a new customer Path on Contact to capture details.

Use Open CTI with Pop to flow to capture details.

28. Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple

How should the consultant recommend an agent launch a swarm?

Dynamic Form

Apex Trigger

Quick Action

Scheduled flow

29. To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

Add the Knowledge related list to the Case record page.

Add the Knowledge tab to the Service Console.

Add Knowledge Data Categories to each Case.

Add the Knowledge Component to the Case record page.

30. universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

Omni channel

Appexchange solution

Custom lightning component

Social Conversation component

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31. 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.

32. Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Let the dashboard viewers choose

The user creating the dashboard

The VP of service

The dashboard viewer

33. Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.

What is the recommended method to meet the requirements?

Lookup Filter

Auto-Add Milestones

Cross-Object Formula

Approval Process

34. 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

35. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.

How should a Consultant configure the Lighting Service Console to support this requirement?

Account tabs and Cases tab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

36. 1.Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.

What should a consultant recommend to address this problem?

Configure Process Builder

Activate a Validation Rule

Define Case Escalation Rules

Create a Case Macro

37. 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

Experience Cloud with Customer Account Portal template

Einstein Bots with Credit Card Payments

Service Cloud Voice with Tele-pay

38. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app in developer org and use an unmanaged package to deploy to production.

39. Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

in a Private sharing model, only queue members can take ownership or cases in the Queue.

In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

In a Private sharing model, only queue members and direct reports can view cases in a Queue.

In a Public Read Only sharing model, al users can view cases in a Queue.

40. Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.

What should a consultant recommend to meet the requirements?

Configuration a Validation Rule to block on-click calling.

Set the Contact Do not Call field value to true.

Configure Dialer to use Voicemail Crop by default.

Use Dynamic Forms to conditionally hide the one-click field.

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41. 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.

42. Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number

of rescheduled appointments by ensuring technicians have the required products to complete repairs.

Which feature should a Service Cloud consultant recommend?

Field Service Inventory

Work Oder Assignment

Operating Hours and Shifts

Service Appointment Bundling

43. Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page Questions & Answers PDF Page 6

Process Builder

44. Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Comment Search Component

Comments List View

Global Search

Search Utility Component

45. universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.

Which two features should a consultant integrate of the Service Console? Choose 2 answers

Lightning Flow for service

Interaction Log

Lightning Process Builder

Path for Cases

46. 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?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

47. 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.

Add the knowledge related list to the case record page

Add the knowledge tab to the service console

Add knowledge component to case record page

Add knowledge data categories to each case

48. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

49. Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?

Email-to-case

Social Customer Service

Chat

Web-to-case

50. 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

Set up an intuitive Data Category hierarchy

Enable and configure wildcards for article searches

Require that an article be added when closing a case

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51. Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.

What should a consultant recommend to automate the approval process?

Workflow

Assignment rule

A Process Builder

Validation rule

52. AW Computing would like to interact with customers on facebook and Twitter.

Where are the conservations tracked in Salesforce?

Case Chatter feed

Social Post record

Case activity feed

Case notes related list

53. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

Lightning Process Builder

Interaction Log

Lightning Row for Service

Path for Cases

54. 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 visual force page called knowledge sidebar on the case page layout.

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

55. Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints.

Support agents will need to respond to posts on Facebook, twitter, and instagram.

What is the recommended license to meet the requirement?

Service Cloud User feature license

Einstein Reply Recommendations

Einstein Social Insights add-on

Social Service Pro add-on

56. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.

Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel

Publisher Actions

Macros

Quick Text

Chatter

57. 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

58. what approach should a consultant use to ensure that knowledge search only display articles for a service agents product specialization?

Create an article action for each record type; assign record types to service agents

Create a page layout for each record type; assign layouts to service agents

Create a permission set for each record type; assignpermisisons to service agents

create a data category for each product assign data categories to service agents.

59. What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

Create a page layout for each record type; assign layouts to service agents.

Create a data category for each product; assign data categories to service agents.

Create a permission set for each record type; assign permissions to service agents.

Create an article action for each record type; assign record types to service agents.

60. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

Field Service Lightning

Lightning Console

Salesforce Mobile App

Employee Community

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