[Apr-2023] Service-Cloud-Consultant Pre-Exam Practice Tests Exam Questions and Answers for Salesforce Service Cloud Consultant Study Guide [Q66-Q89]

4/5 - (3 votes)

[Apr-2023] Service-Cloud-Consultant Pre-Exam Practice Tests | Exam Questions and Answers for Salesforce Service Cloud Consultant Study Guide

Salesforce Certified Service cloud consultant Certification Sample Questions

Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

NO.66 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 its centers 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 report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

NO.67 Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

Salesforce Console

Entitlements and Milestones

Case Escalation

Case Assignment

NO.68 A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

Create Synonym Groups.

Create Article Translation.

Enable Suggested Articles.

Add Data Category Groups.

NO.69 Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.

Create a report that display the # of articles searched during the past 2 months

Report displays # of articles associated to data categories during past 2 months

Report that displays # of cases with articles attached during the past 2 months

Report that displays # of new articles created during the past 2 months

NO.70 Universal Containers requires that a case is logged for every incoming support call. Each case could require an
associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case
CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs
and FSRs should be stored on a child case or on a related custom object. What should Universal Containers
consider when designing the solution? Choose 3 answers

Average incoming case volume

Relationship to the primary contact

Case closure rules on the original case

RMA and FSR escalation requirements

Visibility and access to the RMA and FSR records

NO.71 Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

Assign users to a Permission Set granting the Service User license.

Assign users to a Permission Set with access to the service console app.

Assign users the Service User license on their User record.

Assign users to a Public Group with access to the service console app.

NO.72 Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?

Telephony

Order Fulfillment

Enterprise Resource Planning (ERP)

Marketing

NO.73 A contact center manager wants to measure improvements to operations after the implementation of a new
workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2
answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

NO.74 Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

Users must use Lightning Experience.

Publisher Actions used in the macros must be on the page layout.

The Macros widget or utility must be added to the console.

The Run Macros Permission must be granted to users.

The Run Macros Action must be on the page layout.

NO.75 A customer has a detailed question about product functionality. The customer would like access to expert
customer subject-matter experts, and real-time access to company IT support experts. Which features will best
help the customer? Choose 2 answers.

Mass email

Communities

Public groups

Salesforce Chat

NO.76 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 open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

NO.77 Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?

Create an FAQ article type and configure the enable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

NO.78 Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

Email-to-Case

Salesforce for Outlook

Web-to-Case

On-Demand Email-to-Case

NO.79 Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

Employee Community

Partner Community

Reseller Community

Customer Community

NO.80 As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles
from their current database.
Which factor should a Consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT
supported in any article field types.

Verify that each article type has field level security on all fields set to read-only prior to import, in order
to prevent any loss of data.

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that
matches its structure and content.

Prepare a single .csv file that can be used to migrate all articles types at once and include with a
properties file in a .zip for import.

NO.81 A manager would like information on the knowledge base searches conducted by customers and call center
agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

NO.82 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 open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

NO.83 Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

Force.com IDE

Agile

Kanban

Waterfall

NO.84 universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

NO.85 A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Validation Rules

Einstein Next Best Action

Service Analytics Predictions

Einstein Reply Recommendations

NO.86 Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. 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.

NO.87 To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign article managers to public groups and specific publication states to each group.

Assign article managers to publication teams and specific publication states to each team.

NO.88 After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

Grant Authors access to the FAQ article type.

Set article Org Wide Default to Public ReadWrite.

Add Authors to the FaQ Data Category.

Grant Authors access to the FaQ record type

NO.89 A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

How to book the Service-Cloud-Consultant Exam

These are following steps for registering the Salesforce Service-Cloud-Consultant exam.
Step 1: Visit to Webassessor Exam Registration
Step 2: Signup/Login to Webassessor
Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam
Step 4: Select Date, time and confirm with a payment method

For more information, please click here.

Who should take the Service-Cloud-Consultant exam

The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.

Salesforce Exam Practice Test To Gain Brilliante Result: https://www.examcost.com/Service-Cloud-Consultant-practice-exam.html