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Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SP23) Exam Practice Test

Demo: 22 questions
Total 147 questions
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Salesforce Certified Service cloud consultant (SP23) Questions and Answers

Question 1

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:

Options:

A.

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

B.

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

C.

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

D.

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

Question 2

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

Options:

A.

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

B.

Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

C.

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

D.

Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Question 3

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Options:

A.

Article Translation

B.

Data Category Groups

C.

Chatter Answers

D.

Data Category Visibility

Question 4

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.

Options:

A.

Add the knowledge related list to the case record page

B.

Add the knowledge tab to the service console

C.

Add knowledge component to case record page

D.

Add knowledge data categories to each case

Question 5

Universal Containers wants to be able to assign cases based on the same criteria they use for chat .

Which feature should a consultant recommend?

Options:

A.

Chat Queue-based routing

B.

Case Skills-based Assignment Rules

C.

Omni-channel Queue-based routing

D.

Omni-channel Skills-based routing

Question 6

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....

Which configuration option should be verified?

Options:

A.

Verify that users have access to the Chat public group.

B.

Verify that users are assigned the Chat user profile

C.

Verify that users have access to the Chat buttons.

D.

Verify that users are assigned the Chat feature license.

Question 7

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as

password resets and order inquiries. In order to reduce the number of cases created, CK wants to

provide customer self-service in the following channels: web, SMS, Facebook Messenger, and

WhatsApp.

What is the recommended case deflection solution?

Options:

A.

Chat for Web and In-App

B.

Digital Engagement Messaging

C.

Social Customer Service

D.

Einstein Bo

Question 8

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.

• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

Options:

A.

Use Process Builder for notifications and case teams to monitor cases.

B.

Use Process Builder for notifications and account teams to monitor cases.

C.

Use escalation rules for notifications and account teams to monitor cases.

D.

Use escalation rules for notifications and case teams to monitor cases.

Question 9

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?

Options:

A.

Web-to-Case

B.

Outlook Integration

C.

Email-to-Case

D.

On-Demand Email-to-Case

Question 10

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?

Options:

A.

Change set

B.

Manuallyre create the Permission sets

C.

Create an Unmanaged package

D.

Publish a Managed package

Question 11

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

Options:

A.

Both Service Reps can chat with the Customer.

B.

The Customer does not know they were transferred.

C.

The Chat Transcript and Case are transferred.

D.

The Customer is shown the new Representative's Name

Question 12

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

Options:

A.

On a utility bar of the Lightning App

B.

On a record Highlights Panel

C.

On a record Activity Feed list

D.

On the Calendar right hand panel

Question 13

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Options:

A.

Enable article customization for open cases.

B.

Enable agents to create their own personal articles.

C.

Enable suggested articles on new cases.

D.

Enable article submission during case close.

E.

Create an email template to send articles as PDF attachments.

Question 14

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

Options:

A.

CTI Adapter configuration

B.

Lightning Console enablement

C.

Call Center Definition File creation

D.

Service Console case creation configuration

Question 15

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.

What solution should the consultant recommend to meet this request?

Options:

A.

Create a Customer Experience Cloud site.

B.

Implement Recommended Articles.

C.

Configure Web-to-Case.

D.

Deploy a Partner Central Community.

Question 16

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Options:

A.

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

B.

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

C.

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

D.

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

Question 17

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

Options:

A.

The Customer is shown the new Rep's name

B.

Both Service Reps can chat with the customer

C.

The chat transcripts and case are transferred

D.

The Customer doesn't know they were transferred

Question 18

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

Options:

A.

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

B.

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

C.

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

D.

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

Question 19

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Options:

A.

Create Knowledge Articles and publish internally and publicly.

B.

Configure IVR routing to bypass Tier 1 for the product line.

C.

Configure Omni-channel to assign cases directly to Tier 2.

D.

Create a dashboard to track and manage call volumes by type.

Question 20

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?

Options:

A.

Configure Process Builder

B.

Activate a Validation Rule

C.

Define Case Escalation Rules

D.

Create a Case Macro

Question 21

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?

Options:

A.

Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Question 22

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options:

A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules

Load More Service-Cloud-Consultant Questions
Demo: 22 questions
Total 147 questions
Get Service-Cloud-Consultant Full Access Download Service-Cloud-Consultant PDF