This page was exported from Exams Labs Braindumps [ http://blog.examslabs.com ] Export date:Thu Nov 21 22:56:37 2024 / +0000 GMT ___________________________________________________ Title: Latest Service-Cloud-Consultant Exam Dumps Salesforce Exam from Training Expert ExamsLabs [Q36-Q58] --------------------------------------------------- Latest Service-Cloud-Consultant Exam Dumps Salesforce Exam from Training Expert ExamsLabs Pass Salesforce Salesforce Certified Service cloud consultant PDF Dumps | Recently Updated 199 Questions Salesforce Service-Cloud-Consultant exam is intended for professionals who have experience in implementing Service Cloud solutions, configuring Salesforce applications, and managing customer support. Service-Cloud-Consultant exam tests candidates' knowledge of Service Cloud features, design considerations, and best practices for implementing and managing Service Cloud solutions. Professionals who achieve this certification are recognized as experts in Service Cloud and are in high demand by organizations seeking to deploy Salesforce Service Cloud solutions.   Q36. A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.What is the recommended solution to meet the requirements?  Field Service with Integrated Payments  Experience Cloud with Customer Account Portal template  Einstein Bots with Credit Card Payments  Service Cloud Voice with Tele-pay Q37. Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers  Use a community template to set up their customer community.  Enable web -to -case on their public website.  Enable Live Agent in their community to chat with an agent.  Add the Question action to Chatter in the community publisher. Q38. A customer has a detailed question about product functionality. The customer would like access to expertcustomer subject-matter experts, and real-time access to company IT support experts. Which features will besthelp the customer? Choose 2 answers.  Mass email  Communities  Public groups  Salesforce Chat Q39. Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:* Support attachments up to 30 MB per inquiry* Over 10,000 inquiries per dayWhat solution should a consultant recommend to meet these requirements?  Emall-to-Case  Customer Chatter groups  Web-to-Case  On-Demand Email-to-Case Q40. Universal Containers wants articles to be suggested to agents based on information they are typing into thecase. Which solution should a consultant recommend?  Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.  Enable the Knowledge sidebar related list on the case page layout.  Enable the Knowledge sidebar setting in the case support settings.  Create a Visualforce page called Knowledge sidebar on the case page layout. Q41. Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.What should be used for migration functionality?  Visual Studio Code and change sets  Mass Transfer Records, change sets, and Visual Studio Code  Visual Workflow, data loader, and Force.com IDE  Data loader, change sets, and Force.com Excel Connector Q42. to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.  Add the knowledge related list to the case record page  Add the knowledge tab to the service console  Add knowledge component to case record page  Add knowledge data categories to each case Q43. Universal Containers is implementing an entitlement process to measure customer service level agreements(SLAs).Which two approaches can be used to accomplish this goal?Choose 2 answers  Representing metrics such as first-response and resolution time on cases  Monitoring the case escalation rule queue to confirm service levels are met  Identifying the customer contact associated with a particular stage of a service contract  Displaying whether a case response complies with a customer’s service level agreement Q44. Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?  Allow agents to create Knowledge articles when closing a case.  Require agents to create Knowledge articles when opening a case.  Add the Submit Feedback button to articles.  Add the Submit Feedback button on the Solutions tab. Q45. Universal Containers had tech support and general customer teams that use unique service consoleapplications.Which two configuration should a consultant use when deploying the console?  Assign user to public group with access to the service console app  Assign users a permission with access to the service console app  Assign users a sharing rule with access to the service console app  Assign users a profile with access to the service console app Q46. Universal Containers needs to customize Salesforce to improve its Support Agents’ experience so they canwork more efficiently.Which two features requires Service Cloud?  Open multiple case records as tabs and sub tabs  Unique page layouts for each Case Record Type  Utility Bar  Access to Knowledge Articles Q47. Field engineers often need to access current inventory levels of products the customer has purchased while atcustomer sites.Which solution should a Consultant recommend to meet this requirement?  Implement Field Service Lightning.  Integrate with an enterprise resource planning system.  Develop and publish a knowledge management system  Configure Visual Flows on Salesforce mobile. Q48. Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.Which type of Community license should be used to meet these requirements?  Company Community  Employee Community  Customer Community  Partner Community Q49. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers  Number of cases closed by self-service users.  Average call handle time by team.  Number of Knowledge articles created each month.  Number of cases created using Communities by month. Q50. When designing a Case management solution to increase agent productivity, which Service Cloud featuresshould you consider first? Choose 2 answers.  Case queues  Case custom reports  Case assignment rules  Case dashboards Q51. Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefitwould be realized by using the entitlement management feature? Choose 2 answers.  Ability to determine if a customer has escalated a case in the past  Ability to specify unique service levels for each customer  Ability to prompt callers for the service contract number within IVR menus  Ability to enforce service levels with the time-dependent processes Q52. 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  All open Cases by Priority  All Cases by Customer  Case resolution time  All Cases closed Month-to-date  All open cases by Channel ExplanationAll Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards OverviewQ53. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,Europe, and Asia. The company wants standardized contact center processes and reporting implemented in itscenters worldwide.Which approach should a consultant recommend in this scenario?  Assign a global team of experienced agents and leaders to create a common design template and reportstructure.  Assign teams in each major contact center to design a solution unique to its needs and have an analystbuild a combined report.  Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process andreporting.  Recommend that the VP of Worldwide Support design a global template to provide a clear vision andtandardization. Q54. A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.What is the recommended solution to meet the requirements?  Field Service with Integrated Payments  Service Cloud Voice with Tele-pay  Einstein Bots with Credit Card Payments  Experience Cloud with Customer Account Portal template ExplanationExperience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template OverviewQ55. Which three are characteristics of Visual Workflow? Choose 3 answers  Apex code must be used to update fields in the database.  Elements can be used to pass data to legacy systems.  Apex code must be used to pass data to legacy systems.  Only one version of a flow can be activated at a time.  Elements can be used to update fields in the database. Q56. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.What solution should a consultant recommend?  Field Service Lightning  Lightning Console  Salesforce Mobile App  Employee Community Q57. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.Which three recommendations should a consultant make to meet this requirement? Choose 3 answers  Enable article customization for open cases.  Enable agents to create their own personal articles.  Enable suggested articles on new cases.  Enable article submission during case close.  Create an email template to send articles as PDF attachments. Q58. Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.How should this be accomplished?  Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console  Build a customer visual force page with the list view and assign it to the console sidebar.  Configure the case list under custom console components so users can view the list view along with the case view  Recommend opening the case list view in a separate browser tab and use the window alongside the case view  Loading … Updated Test Engine to Practice Service-Cloud-Consultant Dumps & Practice Exam: https://www.examslabs.com/Salesforce/Salesforce-Service-Cloud-Consultant/best-Service-Cloud-Consultant-exam-dumps.html --------------------------------------------------- Images: https://blog.examslabs.com/wp-content/plugins/watu/loading.gif https://blog.examslabs.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2023-12-15 14:13:22 Post date GMT: 2023-12-15 14:13:22 Post modified date: 2023-12-15 14:13:22 Post modified date GMT: 2023-12-15 14:13:22