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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 411:

  Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to improve the support experience while providing expert-level support?

  A. Omni-Channel Routing
  B. Visual Remote Assistant
  C. Workforce Engagement Self Scheduling D. Field Service Scheduler
  D

• Question 412:

  In which of the following scenarios should a consultant use a Screen Flow?

  A. Provide decision-based troubleshooting steps for support reps.
  B. Transfer a call to another support rep within the Service Console.
  C. Redirect a support rep to a Knowledge article during case creation.
  A. Provide decision-based troubleshooting steps for support reps.

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  Screen Flows are used in Salesforce to guide users through interactive, decision-based processes. For example, a Screen Flow can present troubleshooting questions and next steps to support reps, dynamically adapting based on responses. This allows for consistent issue resolution and knowledge capture.

  Option B (call transfer) is handled through Omni-Channel or CTI features, not Flow.

  Option C (redirecting to Knowledge) can be done with console components or Einstein Article Recommendations, not a Screen Flow.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Service Cloud Solution Design Domain.

  Salesforce Help: "Use Screen Flows for Guided Troubleshooting and Agent Assistance."

  Salesforce Trailhead: "Build Guided Service Flows."

• Question 413:

  Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?

  A. Change the HTML format first to support subfields.
  B. Create an HTML file for each rich text area field.
  C. Modify the import parameters to specify HTML encoding.
  B. Create an HTML file for each rich text area field.

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  For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.

• Question 414:

  Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

  A. Reduce the cost per call
  B. Train support agents
  C. Align agent performance goals with KPIs
  D. Hire additional support agents
  B. Train support agents
  C. Align agent performance goals with KPIs

• Question 415:

  Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

  A. Communities
  B. Chatter Questions
  C. Public Knowledge
  D. Field Service
  E. Macros
  A. Communities
  B. Chatter Questions
  C. Public Knowledge

• Question 416:

  A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

  A. Use auto response rule to send an email
  B. Use escalation rule to send an email
  C. Supervisors to investigate those cases
  D. Identify those cases and assign to the closure team
  C. Supervisors to investigate those cases
  D. Identify those cases and assign to the closure team

• Question 417:

  Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.

  CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

  What is the recommended solution to meet the requirements?

  A. Knowledge One with Article Recommendations
  B. Experience Cloud with self-support
  C. Omni-Channel with Skills-Based Routing.
  D. Live Agent and Live Message
  C. Omni-Channel with Skills-Based Routing.

• Question 418:

  A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?

  A. Add the Case's Entitlement related list to the Case Lightning Record Page.
  B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
  C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
  B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.

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  To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.

• Question 419:

  After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue?

  A. Inform users that the only way to create articles is from the Knowledge component.
  B. Enable Read/Write/Create permissions for Knowledge articles.
  C. Add the Manage Salesforce Knowledge permission to the user's profile.
  C. Add the Manage Salesforce Knowledge permission to the user's profile.

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  To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.

• Question 420:

  Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

  A. Create a Dashboard for each Region.
  B. Create a single Dashboard with a Region filter.
  C. Create a Dashboard for each Case Team.
  D. Create a single Dashboard with a Case Team filter.
  B. Create a single Dashboard with a Region filter.