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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 341:

  Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

  A. It is a server based software program that controls the behavior of a Salesforce SoftPhone
  B. It is an intermediary between a telephony system and a Salesforce CRM call center user
  C. It utilizes the SoftPhone capability from within the Salesforce application
  D. It allows voicemails to be captured and stored as attachments on cases
  B. It is an intermediary between a telephony system and a Salesforce CRM call center user
  C. It utilizes the SoftPhone capability from within the Salesforce application

• Question 342:

  Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

  A. Set up Milestones.
  B. Enable Work Orders.
  C. Create an Entitlement Process.
  D. Configure Service Contracts.
  A. Set up Milestones.
  C. Create an Entitlement Process.

• Question 343:

  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?

  A. Article Translation
  B. Data Category Groups
  C. Chatter Answers
  D. Data Category Visibility
  B. Data Category Groups

• Question 344:

  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 report template.
  C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
  A. Assign a global team of experienced analysts to create a standard report template.

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  For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.

• Question 345:

  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?

  A. Let the dashboard viewers choose
  B. The user creating the dashboard
  C. The VP of service
  D. The dashboard viewer
  D. The dashboard viewer

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  To ensure consistent KPI definitions while respecting data visibility rules , Salesforce dashboards should use the "Dashboard Viewer" as the running user . This setting ensures that each user viewing the dashboard sees data according to their own access permissions (role hierarchy, sharing rules, etc.), but all use the same filters and calculations.

  If the dashboard used the VP of service as the running user, all viewers would see organization-wide data, violating visibility requirements. Team leaders (Option C) would restrict the data too narrowly.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.

  Salesforce Help: "Set the Running User for a Dashboard."

  Salesforce Trailhead: "Customize Dashboard Visibility with the Dashboard Viewer Option."

• Question 346:

  As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?

  A. Measure cases with and without articles attached with high CSAT scores.
  B. Measure cases with and without articles attached with high net promoter scores (NPS),
  C. Measure cases with and without articles attached based on case status.
  A. Measure cases with and without articles attached with high CSAT scores.

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  To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights. This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials.

• Question 347:

  A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2)

  A. Hide the Article Management tab for users who should have read-only access to articles.
  B. Set the organization-wide default to private and create sharing rules for the FAQ article type
  C. Enable the Manage Articles permission for the publisher profile and assign it to users
  D. Create a publisher profile that includes create access on the FAQ article type.
  C. Enable the Manage Articles permission for the publisher profile and assign it to users
  D. Create a publisher profile that includes create access on the FAQ article type.

• Question 348:

  Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices. Which feature should a consultant recommend to meet this requirement?

  A. Web-to-Case
  B. Einstein Chat Bot
  C. Knowledge articles
  B. Einstein Chat Bot

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  To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.

• Question 349:

  Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support. Which interaction channel should the consultant suggest to UC?

  A. Einstein Bots
  B. Messaging In-app and Web (MIAW)
  C. Experience Cloud sites
  B. Messaging In-app and Web (MIAW)

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  To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.

• Question 350:

  Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.

  Which method should a consultant recommend for importing this data into universal containers service cloud instance

  A. Bulk Data Transfer API
  B. Java Language Specific Toolkit
  C. Data Integration via SOAP API
  D. Cloud-to-Cloud Integration Toolkit
  A. Bulk Data Transfer API