| Exam Code | Service-Cloud-Consultant |
| Exam Name | Salesforce Certified Service cloud consultant (SP24) |
| Questions | 177 Questions Answers With Explanation |
| Update Date | July 15,2024 |
| Price |
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Universal Containers (UC) has deployed a call center using open CTI. Call center agentsare organized into four groups reflecting UC's four different product lines. Each group'smanager would like a report on their agents" daily call volume, including related case andcontact information.How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.
The VP of Service at Universal Containers wants to make it easier and faster for supportreps to send knowledge articles to the customer.What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
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 timezones on its legacy system.When implementing Salesforce, what solution should a consultant recommend for thisscenario?
A. Email-to-Case
B. Salesforce for Outlook
C. Web-to-Case
D. On-Demand Email-to-Case
Universal Containers wants to monitor customers' social media reactions and opinions.Agents also want to see recent cases that the customer as logged.What feature should a consultant recommend to meet this requirement?
A. Omni-Channel
B. Social Conversation Component
C. AppExchange solution
D. Custom Lightning Component
Universal Containers wants Service Console users to be able to view and update productusage data that is stored in an external system.Which two features should a consultant recommend to provide this functionality?Choose 2 answers
A. Salesforce Connect
B. Custom Objects
C. Middle-tier integration
D. External Objects
Universal Containers has implemented KCS. Specific article types and categories requireapproval, both the Publish Articles action button and the Submit for Approval button areavailable on page layouts. Agents are forgetting to submit certain articles types forapproval.What should a consultant recommend to automate the approval process?
A. Workflow
B. Assignment rule
C. A Process Builder
D. Validation rule
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wantsthe functionality to include the ability to log the case thread and store attachments to thecase record.Which channel should a consultant recommend to meet these requirements?
A. Email-to-case
B. Social Customer Service
C. Chat
D. Web-to-case
Universal Containers wants to help customers resolve issues by browsing Knowledgearticles and submit a case if they need more information.What should the consultant recommend to meet the requirements?
A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.
Agents at Universal Containers are required to update the case status to Waiting forCustomer after they send an email to the case contact. Support Managers are noticing thatmany Agents are forgetting to perform this step.What should a consultant recommend to address this problem?
A. Configure Process Builder
B. Activate a Validation Rule
C. Define Case Escalation Rules
D. Create a Case Macro
Universal Containers has been testing an updated Service Console in a sandbox and isready to move it to Production.Which deployment solution should a consultant use?
A. Change Sets
B. Mass Transfer Records
C. Data Loader
D. Manual configuration
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQarticle type, but can successfully create Install Notes article type. Support Managers haveconfirmed that articles of type FAQ exist in Production.How should a consultant correct this problem?
A. Grant Authors access to the FAQ record type.
B. Add Authors to the FAQ Data Category.
C. Grant Authors access to the FAQ article type.
D. Set Article Org Wide Default to Public ReadWrite.
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQarticle type, but can successfully create Install Notes article type. Support Managers haveconfirmed that articles of type FAQ exist in Production.How should a consultant correct this problem?
A. Grant Authors access to the FAQ record type.
B. Add Authors to the FAQ Data Category.
C. Grant Authors access to the FAQ article type.
D. Set Article Org Wide Default to Public ReadWrite.
Which case submission processleverages Apex email services?
A. Web-to-Case
B. Email-to-Case
C. On-demand Email-to-Case
D. Case submitted using chat
A Service Consultant has been asked to design a solution for Service Reps tocommunicate with customers via TwitterWhat should the Consultant recommend implementing in the Lightning Service Console?
A. The Social Feed
B. A Twitter Macro
C. The Case Feed
D. A Custom Component
Univeral Containers is designing a contact center thatwill store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure bestsystem performance? Choose 3 answers:
A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
A. It acts as an intermediary between telephony systems, the salesforce Call Centerapplication, and Salesforce user interface
B. It is a server-based software program that controls the appearence and behavior of aSalesforce SoftPhone
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. Prebuilt CTI adapters for different telephony systems are available on the Force.comAppExchange
E. It does NOT require a software install for each call center user on a Windows-based PC.
Universal Containers' contact center manager needs to measure the following metrics:* Agent productivity* Customer satisfactionWhich report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
The Service Manager at Universal Containers wants to improve the adoption ofpublicKnowledge Articles and has decided to review published articles that have NOT beenupdated in the last 90 days, so that out-of-date articles can be refreshed. Which solutionwill allow the Service Manager to see the articles that need to be reviewed?
A. Provide the Service Manager with edit permissions to the standard Knowledge Articleviews.
B. Provide the Service Manager with edit permissions to the standard Knowledge Articlereports.
C. Create a custom report for Knowledge Articles that filters the results based onpublication status and last modified date.
D. Create a custom list view for Knowledge Articles that filters the results based onpublication status and last modified date.
An outsourced contact center is losingpart-time agents to a nearby contact center thatpromotes flexible scheduling. Which method can be used to improve agent retention?Choose 2 answers:
A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents
Universal Containers has TechnicalSupport and general Customer Service teams that useunique Service Console applications. Which two configurations should a Consultant usewhen deploying the console? Choose 2 answers
A. Assign users to a Permission Set granting the Service User license.
B. Assign users to a Permission Set with access to the service console app.
C. Assign users the Service User license on their User record.
D. Assign users to a Public Group with access to the service console app.
