Salesforce Service-Cloud-Consultant Exam Dumps

Salesforce Service-Cloud-Consultant Sample Question Answers

Question # 1

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements? 

A. Use the most available routing model. 
B. Use Most Cases Closed report. 
C. Use the agents’ Presence Status. 

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Question # 2

Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill. What should the Service Cloud Consultant recommend? 

A. Configure custom logging and capacity alerts in Omni-Channel Flow. 
B. Use the capabilities within Omni Supervisor. 
C. Create a custom report type with inline editing. 

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Question # 3

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement? 

A. Omni-Channel 
B. Record Types 
C. Dynamic Forms 

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Question # 4

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments? 

A. Use the Files Related List on each article to add files to the articles. 
B. Use the Lightning Knowledge Migration Tool and choose ‘include files’. 
C. Upload the files as Documents, then relate them to the migrated articles. 

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Question # 5

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend? 

A. Milestones
 B. Service Contracts 
C. Maintenance Plans

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Question # 6

Cloud Kicks uses the Service Console and work items to route cases to available service reps. The service reps need a way to see work they have accepted and incoming items. Which feature should the Service Cloud Consultant recommend? 

A. Personalized navigation menu 
B. Actions & Recommendations component 
C. Omni-Channel Utility widget 

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Question # 7

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request. Which feature will help CK users archive and access the case information from an External Object?

A. Salesforce Big Object 
B. Salesforce connect 
C. Salesforce Case History Object 

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Question # 8

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?

 A. Data Category Visibility of All Categories provides Public Read-Only access. 
B. Data Category Visibility of Custom overrides organization-wide default sharing access. 
C. Data Categories no longer control access to articles. 

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Question # 9

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page? 

A. The report must be used on a Dashboard. 
B. The report must have a standard Report Type. 
C. The report must contain a chart. 

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Question # 10

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next? 

A. End the messaging session with the customer. 
B. Mark the messaging session as customer Inactive. 
C. Leave the messaging session with the customer open.

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Question # 11

Cloud Kicks would like to add a WhatsApp channel to its available support channels. What should the Service Cloud Consultant consider? 

A. Group WhatsApp chats are not supported. 
B. Emojis, polls, and quick text are not supported. 
C. Queue-based routing is not supported. 

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Question # 12

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for golive. Which approach should a consultant use for data migration? 

A. Prepare, Plan, Test, Validate, Execute 
B. Plan, Prepare, Execute, Test, Validate 
C. Plan, Prepare, Test, Execute, Validate 

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Question # 13

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?  

A. Utilize Apex with integrated External Objects. 
B. Utilize an AppExchange integration package. 
C. Utilize MuleSoft to integrate the systems.

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Question # 14

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly. Which feature should a consultant recommend to address this requirement? 

A. Reports and Dashboards 
B. Entitlements and Milestones 
C. Service Contracts 

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Question # 15

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case. Which solution allows product managers to quickly see and review the cases that are created for their products? 

A. Configure a Case list view filtered by My Cases. 
B. Configure a Case related list on the Product page layout. 
C. Configure a Case list view filtered by My Case Teams.

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Question # 16

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend? 

A. Configure a self-service Knowledge Base.
B. Configure Skills-Based Routing for service channels. 
C. Create auto-response templates for Case emails.

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Question # 17

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement? 

A. Create a sharing rule for each division to provide access using the role hierarchy. 
B. Create a sharing rule for each division to provide access based on the article category. 
C. Create a single data category group for each division and provide access using the role hierarchy. 

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Question # 18

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. Which solution should a consultant recommend to meet this requirement? 

A. Use auto-response rules to send an email to the customer. 
B. Use Escalation Rules to assign the case to a case queue. 
C. Use Flow Builder to send an email to the customer. 

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Question # 19

The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW). Which approach should the consultant recommend to streamline this process with minimal effort? 

A. Create a Custom Object and utilize Data Loader to import work order data into Salesforce. 
B. Use Salesforce Connect and External Objects to represent work order data in Salesforce. 
C. Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce. 

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Question # 20

A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decisionmaking. 

A. Omni-Channel Analytics detailing specific paths and routing types 
B. Service & Support Dashboards from AppExchange 
C. CTI analytics reports with wait times and handle times 

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Question # 21

Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep's product specialization? 

A. Use article record types to restrict access for service reps by page layout assignment.
 B. Create a data category for each product specialization. Assign data categories using permission sets. 
C. Configure a private sharing model for Knowledge. Grant access to service reps through manual or group-based sharing rules. 

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Question # 22

The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysis after a new Service Cloud implementation. What measurement will reflect cost savings after the implementation? 

A. KPIs for CSAT 
B. Reduced license count 
C. Reduced service rep backlog 

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Question # 23

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products. Which approach should the consultant recommend to start. Al efforts at CK? 

A. Review and address Case data issues and set up Einstein Classification Apps. 
B. Review and address Case data issues and set up Einstein Article Recommendations. 
C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases. 

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Question # 24

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

A. Path for Cases 
B. Escalation Rules 
C. Einstein Next Best Action 

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Question # 25

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume. Leadership would like to see the impact of surges on internal metrics. Which key performance indicator (KPI) should the consultant report on to meet the requirement? 

A. First call resolution and cases per hour
 B. After call work time and customer effort score 
C. Abandon rate and average speed to answer 

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Question # 26

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement? 

A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations 
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel 
C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance 

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Question # 27

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend? 

A. Case auto-response rule
B. OmniStudio 
C. Salesforce Chat 

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Question # 28

Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload. 

A. Least Active 
B. Manual Push
 C. Most Available 

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Question # 29

Universal Containers wants to set a custom field on the messaging session based on the URL from which the conversation originated. What should a consultant recommend to meet the requirement? 

A. Use a Flow. 
B. Use an Einstein Bot. 
C. Use a macro. 

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