Salesforce SERVICE-CLOUD-CONSULTANT Online Practice Questions and Exam Preparation

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 91:

  Universal Container wants to measure the efficient of its Contact Center.

  Which three metrics should the contact center manager analyze?

  A. Number of Closed cases on first call
  B. Average Number of days to close cases
  C. Number of open cases per day
  D. Number of cases escalated
  E. Number of new customers added
  B. Average Number of days to close cases
  C. Number of open cases per day
  D. Number of cases escalated

• Question 92:

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

  What solution should a consultant recommend?

  A. Field Service Lightning
  B. Lightning Console
  C. Salesforce Mobile App
  D. Employee Community
  A. Field Service Lightning

• Question 93:

  Universal Containers provides phone support to customers. The abandoned call rate has been high in recent months. Which solution should a Service Cloud Consultant recommend to address the issue?

  A. Create case assignment rules for service rep routing.
  B. Configure and set up Service Swarming in Slack.
  C. Enable contact requests and queue callbacks.
  C. Enable contact requests and queue callbacks.

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  Queue callbacks and contact requests are features of Service Cloud Voice and Omni-Channel , allowing customers to request a callback instead of waiting on hold. This reduces abandoned call rates and improves the customer experience by letting them maintain their place in the queue.

  Option A (case assignment rules) applies to internal case routing, not telephony wait management.

  Option B (Service Swarming) helps with collaboration but doesn't address abandoned calls.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Interaction Channels Domain.

  Salesforce Help: "Reduce Abandon Rates Using Queue Callbacks in Service Cloud Voice."

  Salesforce Spring '24 Release Notes - Contact Center Enhancements and Callback Functionality.

• Question 94:

  A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.

  A. Omni-Channel Analytics detailing specific paths and routing types
  B. Service and Support Dashboards from AppExchange
  C. CTI analytics reports with wait times and handle times
  B. Service and Support Dashboards from AppExchange

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  Service and Support Dashboards from AppExchange are prebuilt analytics solutions designed by Salesforce to provide executives with key insights into service operations-such as case volume, backlog, response time, and customer satisfaction metrics. These dashboards are optimized for decision-making and align with standard Salesforce data models.

  Option A (Omni-Channel Analytics) focuses on routing and agent utilization, which are more operational metrics than executive-level KPIs.

  Option C (CTI reports) provide telephony insights but are too narrow for strategic management dashboards.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.

  Salesforce AppExchange Listing: "Service and Support Dashboards."

  Salesforce Help: "Use Prebuilt Dashboards for Service Cloud Insights."

• Question 95:

  The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support. What should a consultant recommend to help decrease customer wait times?

  A. Set up analytical snapshots to capture key case Information and create historical trending reports.
  B. Create reports to analyze data in order to understand peak times and ensure adequate.
  C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
  B. Create reports to analyze data in order to understand peak times and ensure adequate.

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  To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.

• Question 96:

  Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.

  When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

  A. Optimizing the user interface for improved usability
  B. Tailoring the objects to expose specific customer data
  C. Enhancing user profiles for customer services
  A. Optimizing the user interface for improved usability

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  When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction.

• Question 97:

  Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.

  What feature should a consultant recommend to meet this requirement?

  A. Omni-Channel
  B. Social Conversation Component
  C. AppExchange solution
  D. Custom Lightning Component
  B. Social Conversation Component

• Question 98:

  Cloud Kicks wants to standardize its service key performance indicators (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?

  A. Dashboard viewer
  B. Team leaders
  C. VP of service
  A. Dashboard viewer

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  To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.

• Question 99:

  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

  A. Set up an intuitive Data Category hierarchy
  B. Restrict the Manage Articles user permission
  C. Enable and configure wildcards for article searches
  D. Require that an article be added when closing a case
  C. Enable and configure wildcards for article searches
  D. Require that an article be added when closing a case

• Question 100:

  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?

  A. Create a Customer Experience Cloud site.
  B. Implement Recommended Articles.
  C. Configure Web-to-Case.
  D. Deploy a Partner Central Community.
  B. Implement Recommended Articles.