Service-Cloud-Consultant Dumps PDF New [2022] Ultimate Study Guide [Q26-Q46]

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Service-Cloud-Consultant Dumps PDF New [2022] Ultimate Study Guide

Service-Cloud-Consultant Exam Dumps PDF Updated Dump from Free4Dump Guaranteed Success

Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Topic Details
Topic 1
  • Explain the use cases, capabilities, and limitations of Service Cloud automation
  • Determine how to facilitate a successful consulting engagement
Topic 2
  • Evaluate the considerations when designing reports and dashboards to serve different stakeholders
  • Analyze customer requirements to determine an appropriate solution design considering capabilities
Topic 3
  • Compare and contrast the different types of contact centers and their business drivers
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 4
  • Describe the considerations when migrating from Knowledge to Lightning Knowledge
  • Describe the use cases and functionality for each interaction channel
Topic 5
  • Distinguish the key components that contribute to performance optimization within a design
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 6
  • Explain the use cases and benefits for different interaction channels
  • Explain the considerations for data migration and data quality
Topic 7
  • Given a set of KPIs, determine the appropriate case management solution
  • How to configure the service entitlements and milestones in Salesforce

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NEW QUESTION 26
What is a benefit of a customer community? Choose 2 answers.

 
 
 
 

NEW QUESTION 27
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

 
 
 
 

NEW QUESTION 28
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

 
 
 
 

NEW QUESTION 29
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:

 
 
 
 
 

NEW QUESTION 30
Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?

 
 
 
 

NEW QUESTION 31
A manager has noticed an increase in average case age.This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

 
 
 
 

NEW QUESTION 32
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

 
 
 
 

NEW QUESTION 33
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

 
 
 
 
 

NEW QUESTION 34
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

 
 
 
 

NEW QUESTION 35
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

 
 
 
 

NEW QUESTION 36
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

 
 
 
 

NEW QUESTION 37
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

 
 
 
 

NEW QUESTION 38
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

 
 
 
 
 

NEW QUESTION 39
The Universal Container’s customer support organization has implemented knowledge, knowledge centered
support (KCS) in its call center. However, the call center management thinks that agents are not contributing
new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

 
 
 
 

NEW QUESTION 40
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

 
 
 
 

NEW QUESTION 41
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

 
 
 
 

NEW QUESTION 42
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

 
 
 
 

NEW QUESTION 43
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

 
 
 
 

NEW QUESTION 44
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?

 
 
 
 

NEW QUESTION 45
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

 
 
 
 

NEW QUESTION 46
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

 
 
 
 

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