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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 181:

  Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

  Which approach should a consultant implement?

  A. Define Case Auto-Response Rules.
  B. Establish Case Assignment Rules.
  C. Create a Process Builder with Scheduled Actions.
  D. Configure Case Escalation Rules.
  D. Configure Case Escalation Rules.

• Question 182:

  Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

  A. Omni-channel Skills-based routing
  B. Live Agent Queue-based routing
  C. Omni-channel Queue-based routing
  D. Case Skills-based Assignment Rules
  B. Live Agent Queue-based routing

• Question 183:

  A Global company requires public documents to be translated into multiple languages.

  Which implementation should the consultant recommend?

  A. Lightning Knowledge
  B. Classic Knowledge
  C. Salesforce Content
  D. Salesforce Files
  B. Classic Knowledge

• Question 184:

  Universal Containers wants to provide its customers with more support options.

  Which three should a Consultant recommend?

  Choose 3 answers

  A. Create a Customer Community
  B. Utilize KCS to manage Knowledge
  C. Add Live Agent to public-facing sites
  D. Configure Chatter for public access
  E. Implement SOS for mobile experience
  B. Utilize KCS to manage Knowledge
  C. Add Live Agent to public-facing sites
  E. Implement SOS for mobile experience

• Question 185:

  Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service. What should the consultant recommend?

  A. Have customers search the Knowledge base for solutions.
  B. Provide a toll-free customer support phone number.
  C. Create an Experience Cloud site for customers.
  C. Create an Experience Cloud site for customers.

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  An Experience Cloud site can serve as a self-service customer portal, providing access to a knowledge base, support resources, and community forums where customers can find answers, log cases, and interact with each other and the organization. This solution aligns with the goal of facilitating customer self-service and complements the existing CTI system, Knowledge base, and Einstein Chatbots.

• Question 186:

  Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend?

  A. Case Auto-Response Rule
  B. Einstein Service Replies
  C. Salesforce Messaging
  B. Einstein Service Replies

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  Einstein Service Repliesutilizes generative AI to draft and recommend relevant replies to service representatives during chat or messaging sessions, or for case emails. By providing AI-generated responses, agents can handle inquiries more efficiently, reducing customer wait times and increasing the number of inquiries managed simultaneously.

  From Salesforce Help:

  "Use Einstein generative AI with Service Replies to draft and recommend relevant replies to service reps during chat or messaging sessions, or for case emails."

  Implementing Einstein Service Replies can significantly enhance agent productivity by streamlining the response process, thereby addressing the issue of long call wait times.

• Question 187:

  Universal Containers' contact center manager needs to measure the following metrics:

  1.

  Agent productivity

  2.

  Customer satisfaction

  Which report should a consultant recommend? (Choose 2)

  A. Average handle time
  B. First contact resolution
  C. Average speed to answer
  D. Escalation rate
  A. Average handle time
  B. First contact resolution

• Question 188:

  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. Skills-Based Routing
  B. Capacity Model
  C. Secondary Routing Priority
  C. Secondary Routing Priority

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  To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.

• Question 189:

  Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

  A. Ability to determine if a customer has escalated a case in the past
  B. Ability to specify unique service levels for each customer
  C. Ability to prompt callers for the service contract number within IVR menus
  D. Ability to enforce service levels with the time-dependent processes
  B. Ability to specify unique service levels for each customer
  C. Ability to prompt callers for the service contract number within IVR menus

• Question 190:

  Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements?

  A. Waterfall
  B. Hybrid
  C. Agile
  C. Agile

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  Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.