Salesforce Certified Service Cloud Consultant v1.0 (Certified Service Cloud Consultant)

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Total 133 questions

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

  • A. On-demand email to case
  • B. An email to case inquiry
  • C. Web-to-case question
  • D. While holding for a support agent


Answer : B

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console.
What are two key considerations for this integration? (Choose two.)

  • A. CTI Adapter configuration
  • B. Service Console case creation configuration
  • C. Call Center Definition File creation
  • D. Lightning Console enablement


Answer : AC

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?

  • A. Create Synonym Groups.
  • B. Enable Suggested Articles.
  • C. Create Article Transaction.
  • D. Add Data Category Groups.


Answer : B

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? (Choose three.)

  • A. Increased call deflection
  • B. Reduced support channels
  • C. Reduced issue resolution time
  • D. Increased call routing accuracy
  • E. Optimized use of resources


Answer : BCE

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

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


Answer : A

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to ‘Run as specified user’.
What is the recommended Experience Cloud license to meet the requirements?

  • A. Service Cloud Portal
  • B. Customer Community Login
  • C. Partner Community Login
  • D. High Volume Customer Portal


Answer : A

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 two.)

  • A. Knowledge search query with no results.
  • B. Knowledge articles with the lowest rating.
  • C. Number of knowledge articles in each data category.
  • D. Knowledge articles created by call center agents.


Answer : AB

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information on Knowledge article usefulness?

  • A. Send out a monthly survey to customers requesting feedback.
  • B. Create a group of super users that will evaluate and manage articles.
  • C. Install Knowledge Base Dashboards and Reports AppExchange package.
  • D. Contact Salesforce to send a report on article efficacy.


Answer : C

Universal Containers wants a mechanism that provides customers access to product installation guides, FAQs, and warranty information.

What solution should the consultant recommend to meet this request?

  • A. Deploy a Partner Central Community.
  • B. Configure Web-to-Case.
  • C. Implement Recommend Articles.
  • D. Create a Customer Experience Cloud site.


Answer : D

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.

What is the recommended method to meet the requirements?

  • A. Cross-Object Formula
  • B. Approval Process
  • C. Lookup Filter
  • D. Auto-Add Milestones


Answer : D

What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?

  • A. Create a page layout for each record type; assign layouts to service agents.
  • B. Create a permission set for each record type; assign permissions to service agents.
  • C. Create an article action for each record type; assign record types to service agents.
  • D. Create a data category for each product; assign data categories to service agents.


Answer : D

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

  • A. Article Translation
  • B. Chatter Answers
  • C. Data Category Visibility
  • D. Data Category Groups


Answer : C

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to call capability.

Which three configurations are needed for the softphone to work in Salesforce? (Choose three.)

  • A. Assign the Salesforce CTI license to Salesforce users.
  • B. Create a softphone layout and assign to user profiles.
  • C. Install an adapter from AppExchange to work with third-party CTI systems.
  • D. Assign the correct Salesforce users to the Call Center.
  • E. Enable Chat in their Experience Cloud Site to chat with an agent.


Answer : BCD

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.

Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production? (Choose two.)

  • A. Change Sets
  • B. Mass Transfer Records
  • C. Data Import Wizard
  • D. Data Loader


Answer : AB

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce. The customer’s email address is used to populate details from another system and enrich the Contact record.

A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?

  • A. Use a global quick action to capture details.
  • B. Use a new customer Path on Contact to capture details.
  • C. Use an auto-launched flow to capture details.
  • D. Use Open CTI with Pop to flow to capture details.


Answer : C

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Total 133 questions