726195870-Salesforce-Service-Cloud-Consultant.pdf

Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (WI24)...

Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (WI24) Version: 28.0 Web: www.dumpscollection.com [ Total Questions: 177] Email: [email protected] IMPORTANT NOTICE Feedback We have developed quality product and state-of-art service to ensure our customers interest. If you have any suggestions, please feel free to contact us at [email protected] Support If you have any questions about our product, please provide the following items: exam code screenshot of the question login id/email please contact us at [email protected] and our technical experts will provide support within 24 hours. Copyright The product of each order has its own encryption code, so you should use it independently. Any unauthorized changes will inflict legal punishment. We reserve the right of final explanation for this statement. Dumps Q&A Salesforce - Service-Cloud-Consultant Question #:1 Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations. Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations? A. Focus on scalability for handling high inquiry volume. B. Work on integrating with social media platforms. C. Emphasize continuous monitoring of chat. Answer: A Explanation When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations. Question #:2 Service agents need to send emails with attachments to customers based on the case details. Which Lightning Service Console feature should a consultant use to meet the requirement? A. Lightning Knowledge B. Quick text template C. Custom case actions Answer: C Explanation To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency. Question #:3 Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting Success Guaranteed, 100% Valid 1 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant entitlements with similar names that are incorrectly associated with the account assigned on the case. What should a consultant recommend to meet the requirements and help service agents? A. Enable lookup filters. B. Configure a Quick Action. C. Set OWD sharing to Private. Answer: A Explanation Lookup filters can be used to restrict the Entitlements that service agents can select based on specific criteria, such as the account associated with the case. By enabling lookup filters, Cloud Kicks can ensure that agents are only presented with relevant entitlements, reducing the risk of selecting incorrect entitlements and improving the support process's efficiency. Question #:4 Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information? A. Optimizing the user interface for improved usability B. Tailoring the objects to expose specific customer data C. Enhancing user profiles for customer services Answer: A Explanation When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction. Question #:5 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 Success Guaranteed, 100% Valid 2 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant 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. Answer: A Explanation To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization. Question #:6 Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents’ daily call volume, including related case and contact information. How should the consultant recommend the report be created? A. Build a report on Products with Activities grouped by owner. B. Create a Custom Report type with Activities as the primary object. C. Customize the My Team's Calls This Week standard report. Answer: B Explanation For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions. Question #:7 Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs). Success Guaranteed, 100% Valid 3 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Which feature should a consultant use to meet this request? A. Service Contracts B. Salesforce Survey C. Entitlement process Answer: C Explanation To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments. Question #:8 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 Answer: B Explanation To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels. Question #:9 Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, Success Guaranteed, 100% Valid 4 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant resumed, and completed? A. Case History related list B. Actions & Recommendations component C. Activity analytics tab Answer: B Explanation To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case. Question #:10 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. Answer: C Explanation When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis. Question #:11 The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support. What should a consultant recommend to help decrease customer wait times? A. Set up analytical snapshots to capture key case Information and create historical trending reports. B. Create reports to analyze data in order to understand peak times and ensure adequate. C. Create case escalation rules to route high-priority cases directly to supervisors for resolution. Answer: B Success Guaranteed, 100% Valid 5 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Explanation To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times. Question #:12 After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue? A. Inform users that the only way to create articles is from the Knowledge component. B. Enable Read/Write/Create permissions for Knowledge articles. C. Add the Manage Salesforce Knowledge permission to the user's profile. Answer: C Explanation To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process. Question #:13 Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced. What should the consultant recommend to gather information efficiently on Knowledge article usefulness? A. Develop custom Knowledge reports and dashboards. B. Create a review board to evaluate and manage Knowledge articles. C. Install the Knowledge Base Dashboards & Reports AppExchange package. Answer: C Explanation To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards & Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management. Question #:14 Success Guaranteed, 100% Valid 6 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant 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. Answer: C Explanation To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding in the continuous improvement of customer satisfaction. Question #:15 Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: * Billing data is stored in an external system containing over 20 million records. * Only the finance department has direct access to the billing system. Which solution should a consultant recommend? A. Create a custom tab that displays a search page from the billing system. B. Integrate payment data into Salesforce from the billing system using custom objects. C. Configure Salesforce Connect and External Objects to the billing system. Answer: C Explanation To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating the need for direct access to the external system and streamlining the process for agents handling billing-related inquiries. Question #:16 Success Guaranteed, 100% Valid 7 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities? A. Einstein Bots B. Messaging for Web C. AppExchange package Answer: B Explanation To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions. Question #:17 Which feature can a consultant deploy to route cases from social channels within a limited timeframe? A. Use custom case assignment rules. B. Implement an Apex solution. C. Use a third-party app from AppExchange. Answer: A Explanation To route cases from social channels efficiently within a limited timeframe, configuring custom case assignment rules is recommended. These rules can automate the distribution of cases based on specific criteria, ensuring that cases are promptly assigned to the appropriate agents or queues for timely resolution. Question #:18 Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels? A. Success Guaranteed, 100% Valid 8 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant A. Click Publish after the Approval Process. B. Set the status to Published fram the Knowledge approval page. C. Set the final approval action to 'Lock the record for editing’. Answer: A Explanation For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance. Question #:19 Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements? A. Develop a globally-shared macro to create a new article. B. Use a trigger to automatically create a new article. C. Create a Quick Action to map case fields to a new article Answer: C Explanation To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center. Question #:20 Universal Containers wants to ensure the contracted service level requirements for its customers are being met. What should a consultant configure to meet this requirement? A. Entitlement processes, contract line items, milestone, and entitlements B. Entitlement processes, milestones, milestone actions, and entitlements C. Entitlement processes, contracts, contract line items, and entitlements Success Guaranteed, 100% Valid 9 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: B Explanation To ensure contracted service level requirements are met, configuring Entitlement Processes, Milestones, Milestone Actions, and Entitlements is essential. This setup allows for defining specific support processes tied to service contracts, tracking progress against milestones, and taking predefined actions to meet or exceed service levels, ensuring compliance with contractual obligations. Question #:21 Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which Salesforce productivity feature should a consultant use to accomplish this requirement? A. Macros B. Quick action C. Flow Answer: A Explanation Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues. Question #:22 Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests. Which mobile development option should the consultant recommend? A. Create two custom mobile apps, one for Apple and the other for Android. B. Explain that community users can access the site through a web browser. C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android. Answer: C Explanation Success Guaranteed, 100% Valid 10 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both Apple and Android devices, providing a seamless experience for customers to engage with the brand, track cases, and interact with the community. Question #:23 Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access. What is the recommended running user to meet the requirements? A. Dashboard viewer B. Team leaders C. VP of service Answer: A Explanation To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization. Question #:24 The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally. What should the consultant recommend? A. Enable and configure Swarming in Slack. B. Create a case team workspace in Slack. C. Configure a case notification Slackbot. Answer: B Explanation Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively. Success Guaranteed, 100% Valid 11 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Question #:25 Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such as benefits, internal job openings, and mandatory employee training. What should the consultant recommend to meet the requirements? A. Trailhead B. Einstein Next Best Action C. Experience Cloud site Answer: A Explanation For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization's processes. Question #:26 The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer? A. Create an auto-response rule that links to Knowledge articles. B. Create a Macro to send an email with Knowledge articles. C. Set up the Case Deflection component to share Knowledge articles. Answer: B Explanation To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents. Question #:27 Success Guaranteed, 100% Valid 12 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? A. Incorporate the additional requirements to the project scope and continue with the original project schedule. B. Prepare a change order to account for the additional requirements and communicate the new project schedule. C. Document the gap in requirements and discuss the schedule and budget Impact with the project team. Answer: B Explanation When additional requirements are discovered that impact the project's timeline and budget, preparing a change order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about the changes and implications for the project's delivery. Question #:28 Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line. How should a consultant accomplish this? A. Standard Web-to-Case with assignment rules B. Omni-Channel with prioritized queues C. Standard Email-to-Case with assignment rules Answer: A Explanation To enable customers to log cases with structured data and route them based on urgency and product line, using Standard Web-to-Case with assignment rules is recommended. This feature allows for the creation of web forms that customers can fill out, which then become cases in Salesforce. Assignment rules can then be used to automatically route these cases to the appropriate teams or agents based on predefined criteria, ensuring efficient and relevant case handling. Question #:29 The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support Success Guaranteed, 100% Valid 13 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation? A. Measure and reward agents based on the number of new articles submitted for approval. B. Measure and reward agents based on the number of new articles approved for publication. C. Require agents to check a box on the case when submitting a new suggested article. Answer: B Explanation To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base. Question #:30 Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support. Which interaction channel should the consultant suggest to UC? A. Einstein Bots B. Messaging In-app and Web (MIAW) C. Experience Cloud sites Answer: B Explanation To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness. Question #:31 Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation? A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly. Success Guaranteed, 100% Valid 14 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant B. Generate all of the requirements with UC executives and then develop the project schedule. C. Finish all of the project requirements at once and deliver a complete solution. Answer: A Explanation For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses. Question #:32 Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements? A. Skills-Based Routing B. Capacity Model C. Secondary Routing Priority Answer: C Explanation To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments. Question #:33 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which benefit can be expected from KCS adoption? A. Reduced administrative overhead B. Reduced need for self-service C. Reduced issue resolution time Success Guaranteed, 100% Valid 15 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: C Explanation Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues. Question #:34 Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices. Which feature should a consultant recommend to meet this requirement? A. Web-to-Case B. Einstein Chat Bot C. Knowledge articles Answer: B Explanation To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices. Question #:35 Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases. Which solution meets these requirements? A. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence. B. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site. C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure. Answer: C Success Guaranteed, 100% Valid 16 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Explanation To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content. Question #:36 Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend? A. Set up escalation rules. B. Set up self-service Knowledge. C. Set up assignment rules and case queues. Answer: B Explanation To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions. Question #:37 Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next? A. Allow agents to create and publish articles independently. B. Use the Search Activity Gaps dashboard component. C. Detach articles from cases to reset statistics. Answer: B Explanation To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating Success Guaranteed, 100% Valid 17 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant existing articles to address these gaps and further enhance customer satisfaction and support efficiency. Question #:38 Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend? A. Migrate child cases first. B. Migrate parent cases first C. {0} Migrate parent and child cases together. Answer: C Explanation To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management. Question #:39 Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs). Which feature should the consultant consider? A. Entitlements B. Case Management C. Service Contracts Answer: A Explanation To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers' rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer. Question #:40 Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined Success Guaranteed, 100% Valid 18 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case. What is the recommended level of case access for the Case Team role? A. Territory Rule B. Read-Only C. Private Answer: B Explanation For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity. Question #:41 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 Answer: B Explanation To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery. Question #:42 Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required. Given this scenario, which solution should a consultant suggest to improve the efficiency for console users? Success Guaranteed, 100% Valid 19 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant A. Train on keyboard shortcuts. B. Prepare macros. C. Create multiple console layouts. Answer: C Explanation Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users. Question #:43 Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access. Which feature will provide the required level of access? A. View All for Case B. Case teams C. Manager groups Answer: B Explanation To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access. Question #:44 Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created? A. Configure and activate Duplicate Management. B. Grant "View All Data" and instruct them to search. C. Implement Apex triggers for Contact. Success Guaranteed, 100% Valid 20 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: A Explanation To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like "View All Data." Question #:45 Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization? A. Create a data category for each product. Assign data categories to service agents. B. Create an article action for each record type. Assign record types to service agents. C. Create a permission set for each record type. Assign permissions to service agents. Answer: A Explanation Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines. Question #:46 Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases? A. On-Demand Email-to-Case Threading B. Web-to-Case with Einstein Case Classification C. Web-to-Case with reCAPTCHA enabled Answer: C Explanation Success Guaranteed, 100% Valid 21 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce. Question #:47 Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros. Which prerequisite should the consultant consider? A. Publisher actions are on the page layout. B. All users have permission to create macros. C. The Lightning page contains the Run Macros action. Answer: C Explanation When evaluating the use of macros to provide a consistent service experience, ensuring that the Lightning page layout includes the Run Macros action is a prerequisite. This enables agents to easily execute macros directly from the case record, streamlining repetitive tasks and enhancing service efficiency. Question #:48 Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective? A. Approval Processes B. Support Types C. Support Processes Answer: C Explanation To accommodate the common stages and fields for new product support cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages based on the type of support being provided, ensuring that all necessary information is captured accurately for each case type. Question #:49 Universal Containers is using WhatsApp to provide support to customers in Service Console. Success Guaranteed, 100% Valid 22 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend? A. Ask the customer to send the PDF via email. B. Use File Preview in the chat. C. Download the PDFs from the chat. Answer: B Explanation For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review. Question #:50 Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases. Which option should the consultant recommend so experts can collaborate in real time? A. Add experts to an integrated Slack channel. B. Use Email-to-Case to send an email to experts so they can use email threads. C. Implement Skills-Based Routing to assign the case to experts. Answer: A Explanation Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts. Question #:51 Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently. Success Guaranteed, 100% Valid 23 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Which method should the consultant recommend to provide automated self-service on an ecommerce site? A. Configure a Visual Remote Assistant. B. Create an Einstein Bot. C. Build a Screen Flow. Answer: B Explanation To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention. Question #:52 Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement? A. Use Slack for Service for Case Swarming. B. Send Email Quick Action to loop in the stakeholders. C. Use child Cases to interact with the partner. Answer: A Explanation For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem-solving and case resolution processes. Question #:53 Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases. What should a consultant recommend to meet the requirements? Success Guaranteed, 100% Valid 24 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant A. Add the Account object to Recent Items utility. B. Include the History utility in the console app. C. Mention the case number in a Chatter group. Answer: C Explanation To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members. Question #:54 Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management. What should the consultant recommend to decrease case closure time? A. Add data category groups. B. Create synonym groups. C. Enable Suggested Articles. Answer: C Explanation Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations based on case details, helping them find relevant information faster. This feature can decrease case closure times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the overall support experience. Question #:55 Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues. The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots. What should a consultant do to address the risk? A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the Success Guaranteed, 100% Valid 25 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant A. required healthcare compliance standards. B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed. C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance. Answer: C Explanation To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform Compliance resources is recommended. This reassures stakeholders of the measures in place to protect sensitive healthcare data and maintain compliance. Question #:56 Cloud Kicks (CK) has 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 its product. What is the recommended method to meet the requirement? A. Topics for objects B. Data Category groups C. Screen Flow Answer: B Explanation Using Data Category groups allows Cloud Kicks to organize their large volume of articles by product, making it easier for users to find relevant information. This method enhances the searchability and user experience of the public knowledge base by categorizing articles in a way that aligns with the company's product lines. Question #:57 The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend? A. Email-to-Case B. Chat with an agent C. Success Guaranteed, 100% Valid 26 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant C. Knowledge base Answer: C Explanation To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency. Question #:58 Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging? A. Average Handle Time B. Reduced Call Volume C. Total Open Cases Answer: A Explanation To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation. Question #:59 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 Success Guaranteed, 100% Valid 27 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance Answer: A Explanation Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time. Question #:60 Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved. Which approach should the consultant recommend to streamline the process? A. Create a batch integration process that runs hourly to pull all order updates into Salesforce B. Create a dynamic action that launches the ERP system with a deep link to the order locator. C. Use Salesforce Connect and External Objects to represent this information in Salesforce. Answer: C Explanation To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests. Question #:61 Universal Containers has a well-defined support process for cases which includes the following statuses: * New * Assigned * In Progress * Waiting On Customer Success Guaranteed, 100% Valid 28 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant * Closed The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status. Which report type should the consultant consider when collecting data for the support manager? A. Case Lifecycle B. Cases with Milestones C. Case History Answer: C Explanation For analyzing the duration cases spend in each status, the "Case History" report type is most suitable. This report tracks all changes made to a case, including status updates, providing a detailed timeline of a case's progression. This data enables the support manager to identify bottlenecks or stages where cases are delayed, facilitating targeted improvements in the support process. Question #:62 Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement? A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy C. An organization-wide default of Public Read/Write on the Case object Answer: A Explanation To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement. Question #:63 The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the Success Guaranteed, 100% Valid 29 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant relevant information more quickly. Which feature should the consultant recommend? A. Einstein Bots 27: B is correct answer B. Einstein Article Recommendations C. Einstein Reply Recommendations Answer: B Explanation To help agents locate relevant information more quickly and address the increase in case resolution times, recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries. Question #:64 Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables. What should a consultant recommend as the next step? A. Identify and prioritize the requirements for the minimum viable product. B. Prioritize the requirements based on the stakeholder who submitted them. C. Prioritize the requirements based on requests from the regions. Answer: A Explanation Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements. Question #:65 Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production. Which solution should a consultant use to deploy the Service Resources, Skills, and Routing? A. Data Import Wizard Success Guaranteed, 100% Valid 30 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant B. Data Loader C. Mass Transfer Records Answer: B Explanation For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently. Question #:66 A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to migrate? A. Original creation date and total number of article views in the last year B. Last modified date and terms searched frequently in the last year C. Last modified date and total number of article view in the last year Answer: C Explanation When selecting articles for migration into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is important. This ensures that the most current and frequently referenced content is prioritized, enhancing the relevance and utility of the knowledge base in Salesforce. Question #:67 Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK? A. Gather organizational vision, map processes, plan metrics, and plan for user feedback. B. Gather organizational vision, map processes, plan for user feedback, and define metrics. C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes. Success Guaranteed, 100% Valid 31 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: A Explanation In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback. Question #:68 The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue. Which solution should a consultant recommend? A. Use Data Loader periodically to assign these cases to a default owner. B. Create a case validation rule to ensure cases are owned by a user when closed. C. Create a case assignment rule to ensure cases are owned by a user when closed. Answer: B Explanation To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status. Question #:69 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. Answer: C Explanation Success Guaranteed, 100% Valid 32 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external systems is secure, efficient, and scalable. This approach supports complex integration scenarios and facilitates real-time data exchange and process automation across disparate systems. Question #:70 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 Answer: C Explanation To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency. Question #:71 The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities. What should the consultant recommend to meet the requirement? A. Slack Connect B. Service GPT C. Einstein Bots Answer: C Explanation Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction. Success Guaranteed, 100% Valid 33 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Question #:72 Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement? A. Einstein Reply Recommendations B. Einstein Article Recommendations C. Action & Recommendations component Answer: B Explanation To improve agents' ability to find appropriate answers during chat sessions with customers, implementing Einstein Article Recommendations is recommended. This feature uses AI to suggest relevant Knowledge articles to agents based on the context of the chat, enhancing the efficiency of information retrieval and the quality of customer support. Question #:73 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 Answer: A Explanation To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the troubleshooting progress, "Path for Cases" is recommended. Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times. Question #:74 Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes. Following best practices, how should a consultant deploy these permission sets to production? A. Use a change set. Success Guaranteed, 100% Valid 34 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant B. Re-create them manually. C. Use Salesforce Workbench. Answer: A Explanation The best practice for deploying permission sets from a sandbox to production is to use a change set. Change sets allow administrators to push configurations, including permission sets, directly from one Salesforce environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the integrity of permissions and access controls in the production environment. Question #:75 A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future? A. Add the Case's Entitlement related list to the Case Lightning Record Page. B. Add the related Contact's Entitlement related list to the Case Lightning Record Page. C. Add the related Account's Entitlement related list to the Case Lightning Record Page. Answer: B Explanation To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies. Question #:76 Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted. Which feature should the consultant recommend? A. Build a joined report. B. Build a dashboard. C. Build a custom report type. Success Guaranteed, 100% Valid 35 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: C Explanation Creating a custom report type allows for more flexibility in reporting by combining different objects and their relationships, such as Service Contracts and Entitlements in this case. Universal Containers can use a custom report type to specifically analyze customers with Service Contracts and their associated entitlements, providing insights into support offerings and potential adjustments. Question #:77 Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements? A. Incident Management B. Workforce Engagement C. Field Service Management Answer: A Explanation Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident. Question #:78 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. Answer: C Explanation Success Guaranteed, 100% Valid 36 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access relevant content. By creating a single data category group for each division and controlling access through the role hierarchy, each division will only see articles categorized under their specific group. This setup ensures compliance with the requirement that divisions access only their own articles, leveraging Salesforce's robust security and access control features. Question #:79 Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process. Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution? A. Implement flow orchestration with Work Guides B. Implement a third-party app from AppExchange. C. Implement Guidance for Success and Knowledge articles. Answer: A Explanation For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations. Question #:80 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. Answer: C Explanation Success Guaranteed, 100% Valid 37 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's crucial to understand that Data Category Visibility will no longer control access to articles. Instead, standard Salesforce sharing rules and permissions will govern article access, making it important to carefully configure these settings to maintain the desired level of access control and visibility based on the organization's requirements. Question #:81 Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots. What should the consultant recommend to meet this requirement? A. Social media B. Messaging apps C. Salesforce Knowledge Answer: B Explanation To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions. Question #:82 Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step. What should a consultant recommend to address this problem? A. Create a Case Macro. B. Create a Validation Rule. C. Create an action on Case, Answer: A Explanation To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case Macro that automates the process of sending the email and updating the status is recommended. This ensures consistency in case management and adherence to support processes, enhancing service quality and managerial oversight. Question #:83 Success Guaranteed, 100% Valid 38 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend? A. Add the Knowledge object to global search objects. B. Add the Knowledge component on the case Lightning record page. C. Add the Knowledge related list to the case page layout. Answer: B Explanation To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution. Question #:84 Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase? A. Test B. Design C. Enablement Answer: B Explanation Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently. Question #:85 A consultant has been hired to integrate a client's phone system with the Service Console. What is the consultant required to do during this integration? A. Enable the Lightning Console. Success Guaranteed, 100% Valid 39 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant B. Configure the CTI Adapter. C. Add the utility bar to the app. Answer: B Explanation During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency. Question #:86 Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems. Following best practices, which development and deployment path should a consultant recommend? A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production. B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production. C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production. Answer: C Explanation Following best practices for developing a new Case Management solution that includes third-party integrations, it's advisable to use separate sandboxes for different stages of development. This approach allows for isolated environments to develop, test, and validate features before deployment to production, minimizing risks and ensuring that new functionalities meet user requirements and work as expected in an integrated ecosystem. Question #:87 Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements? A. Configure Omni-Channel Skills-based Routing. B. Success Guaranteed, 100% Valid 40 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant B. Configure Case Assignment rule and Omni-Channel Supervisor. C. Configure Omni-Channel Queue-Based Routing. Answer: A Explanation To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution. Question #:88 Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the Approval Process? A. Update the Approval Process to Auto-launch. B. Create a Lightning Web Component action for Approval Process. C. Create an autolaunched Flow. Answer: C Explanation An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the submission for approval based on specific criteria, such as article type or category. This method ensures that articles requiring approval are automatically sent through the approval process, reducing the reliance on agents to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with Knowledge-Centered Support (KCS) practices and organizational requirements. Question #:89 Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses. Which feature meets this requirement most effectively? A. Success Guaranteed, 100% Valid 41 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant A. Einstein Reply Recommendations B. Einstein Article Recommendations C. Einstein Case Wrap-Up Answer: A Explanation Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions, automating standard replies and improving efficiency. This feature helps reduce the time spent by agents on crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort. Question #:90 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. Answer: A Explanation To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise. Question #:91 The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend? A. Create a report using Grouping. B. Create a reporting snapshot. C. Create a joined report. Success Guaranteed, 100% Valid 42 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: C Explanation To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first-call resolution metrics. Question #:92 In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements? A. Configure, develop, and test the application in a sandbox environment. B. Develop training materials after configuring the application to prepare for user adoption. C. Migrate data to the sandbox environment and verify successful migration. Answer: A Explanation In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's business processes and requirements before deployment, facilitating a smooth transition and successful implementation. Question #:93 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. Answer: C Explanation Configuring a Case list view filtered by "My Case Teams" allows product managers to quickly see and review Success Guaranteed, 100% Valid 43 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant cases associated with their product teams. This solution leverages the predefined case teams for each product, making it easy for product managers to filter and access relevant cases, improving visibility and involvement in the case management process. Question #:94 Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best practice will help UC meet its SLA? A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour. B. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour. C. Use case auto-response rules to send an email to support managers within 1 hour of case creation. Answer: A Explanation To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or managers to cases at risk of breaching the SLA, facilitating timely responses. Question #:95 Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays. How should a consultant meet this requirement? A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays. C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable. Success Guaranteed, 100% Valid 44 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant Answer: C Explanation To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations. Question #:96 A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents. What should the consultant recommend that the service manager do first? A. Review Assigned Work. B. Review Queues Backlog. C. Review Skills Backlog. Answer: C Explanation Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning cases to agents with the appropriate language skills. Addressing issues in the skills assignment process can help reduce resolution times for non-English speaking customers by ensuring cases are directed to the right agents. Question #:97 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 Answer: B Explanation Success Guaranteed, 100% Valid 45 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management. Question #:98 Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Which solution should a consultant recommend to meet these requirements? A. Define entitlements and milestones. B. Enable and configure Omni-Channel routing. C. Implement Lightning flow with time-based actions. Answer: A Explanation To manage a case handling process that requires each case to go through a series of time-bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure. Question #:99 Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues? A. Case assignment rules B. Omni-Channel C. Case team Answer: B Explanation To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not Success Guaranteed, 100% Valid 46 of 82 Dumps Q&A Salesforce - Service-Cloud-Consultant overloaded with work items, maintaining a manageable workload and improving efficiency and response times. Question #:100 Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?