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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 31:

  Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?

  A. omni Channel
  B. Contact Request
  C. Field Service
  D. Mobile Connect
  C. Field Service

• Question 32:

  The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

  Which reporting solution should a consultant recommend?

  A. Create a report using the Case Lifecyle report type
  B. Create a report using the Case age report type
  C. Create a report using the Case snapshot report type
  D. Create a report using the Case historical trending report type
  A. Create a report using the Case Lifecyle report type

• Question 33:

  A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

  A. Document the gap in requirements and discuss the schedule and budget impact with the project team.
  B. Send a change order to the client to account for the additional budget requirements.
  C. Incorporate the additional requirements into the project scope and continue with the original project schedule.
  A. Document the gap in requirements and discuss the schedule and budget impact with the project team.

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  When additional requirements are identified that may impact the project's scope, timeline, or budget, the first step is to document these gaps and discuss their implications with the project team. This collaborative approach ensures that all stakeholders are aware of the potential impacts and can make informed decisions on how to proceed.

  From Salesforce's best practices:

  "When additional requirements are discovered that will result in the project exceeding timeline and budget constraints, the first step is to document the gap in requirements and discuss the schedule and budget impact with the project team."

  -Salesforce Trailblazer Community

  This approach allows for a transparent assessment and facilitates the development of a plan to address the new requirements, which may include reprioritizing tasks, adjusting timelines, or negotiating additional resources.

• Question 34:

  Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?

  A. Total Emails Sent
  B. Call Abandonment
  C. After Conversation Work Time
  C. After Conversation Work Time

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  To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow- up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent productivity.

• Question 35:

  Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case. What should a consultant configure to show service reps when items were started, paused, resumed, and completed?

  A. Activity analytics tab
  B. Case History related list
  C. Actions and Recommendations component
  C. Actions and Recommendations component

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  Comprehensive and DetailedFrom Exact Extract: The Actions and Recommendations component is designed to work with Einstein Next Best Action to guide service reps through suggested steps and monitor their status in real-time. This includes tracking when an action is: Started Paused Resumed Completed This component maintains state awareness and ensures continuity across agents in collaborative environments. It provides a user-friendly visual history that supports consistent service experiences and simplifies handoffs between reps. Reference: Salesforce Service Cloud - Einstein Next Best Action Implementation Guide - Actions and Recommendations Component

• Question 36:

  Which three processes are uses case for Visual Workflow? Choose 3 answers

  A. Cross-sell promotions for agents
  B. Decision-based troubleshooting for agents
  C. Assignment of email to a case queue based on subject
  D. Caller verification and creation of a new case
  E. Field validation during case creation
  A. Cross-sell promotions for agents
  B. Decision-based troubleshooting for agents
  D. Caller verification and creation of a new case

• Question 37:

  A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

  A. All open Cases by Priority
  B. All open cases by Channel
  C. All Cases closed Month-to-date
  D. Case resolution time
  E. All Cases by Customer
  A. All open Cases by Priority
  B. All open cases by Channel
  D. Case resolution time

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  Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.

• Question 38:

  What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

  A. Cleanse the data outside of Salesforce and then migrate the data.
  B. Use the Salesforce data loader to load and cleanse the data.
  C. Use the Salesforce import wizard to load and cleanse the data.
  D. Upload the data into Salesforce and then run data cleansing tools.
  A. Cleanse the data outside of Salesforce and then migrate the data.

• Question 39:

  Which solution can be used to improve call deflection?

  A. Knowledge base
  B. Community forum
  C. Assignment rules
  D. Web chat
  E. Case routing
  D. Web chat

• Question 40:

  Which best practice should be used when deploying standard Service Cloud functionality to production?

  A. Ensure that all of the code is covered by unit tests before deploying to production.
  B. Plan and communicate the deployment to users of the organization in advance.
  C. Ask users to refrain from logging in to production the day of deployment.
  B. Plan and communicate the deployment to users of the organization in advance.

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  Per the Service Cloud Consultant Study Guide - Implementation Strategies Domain , Salesforce recommends communicating deployment plans and expected impacts to users before moving changes to production. Proper communication ensures readiness, minimizes disruption, and supports user adoption.

  Option A is primarily relevant for code deployments (Apex testing) rather than standard functionality. Option C is unnecessary if deployment is planned and communicated effectively. Advance communication and change readiness planning are part of Salesforce's Change Management and Release Governance best practices .

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Implementation Strategies Domain (deployment and communication planning).

  Salesforce Help: "Plan Deployments and Communicate Changes Effectively".

  Salesforce Deployment Best Practices Guide.