Service-Cloud-Consultant Exam Dumps Free Test Engine Verified By Salesforce Service Cloud Consultant Certified Experts [Q117-Q137]

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Service-Cloud-Consultant Exam Dumps Free Test Engine Verified By Salesforce Service Cloud Consultant Certified Experts

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NEW QUESTION 117
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

Salesforce Console

Entitlements and Milestones

Case Escalation

Case Assignment

NEW QUESTION 118
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

NEW QUESTION 119
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

Create a custom report

Create a custom related list on the case

Create a custom view on the Case tab

Create a custom Visualforce page

NEW QUESTION 120
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they
use?

Community

Email to Case

Web to Case

On Demand Email to Case

NEW QUESTION 121
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Account tabs and Cases tab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

NEW QUESTION 122
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge
Implementation. Many of their “How To” articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

Ensure that each image does NOT exceed the maximum of 25 MB

Upload the images into Salesforce prior to importing the articles

Convert all images to .jpeg, as this is the only supported file type

Include images in an .html file using the image tag and src attribute

NEW QUESTION 123
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

Enable service contracts and entitlements.

Implement Salesforce Console for Service to support agents.

Leverage Live Agent for web-based chat.

Implement Salesforce Knowledge on a portal.

NEW QUESTION 124
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

The report must be used on a Dashboard.

The report must have a standard Report Type.

The report must contain a chart.

NEW QUESTION 125
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?

Custom Report Types with Reports and Dashboards

Knowledge Base Reports and Dashboard Package Installation

Knowledge Dashboard Pack for CRM Analytics Installation

NEW QUESTION 126
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

Field Service Lightning

Employee Community

Salesforce Mobile App

Lightning Console

NEW QUESTION 127
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Einstein Next Best Action

Service Analytics Predictions

Visual Remote Assistant

NEW QUESTION 128
Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

Emall-to-Case

Customer Chatter groups

Web-to-Case

On-Demand Email-to-Case

NEW QUESTION 129
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?

Create a Custom Report type with activities as the primary object.

Customize the My Teams Calls this week standard report.

Set up a reporting snapshot of the case, contact and activity objects.

Build a Summary report on Products and Activities.

NEW QUESTION 130
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

NEW QUESTION 131
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

Create a Dashboard for each Region.

Create a single Dashboard with a Region filter.

Create a Dashboard for each Case Team.

Create a single Dashboard with a Case Team filter.

NEW QUESTION 132
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

# of articles per agent

Most popular articles

# of cases via email

Total cases created

NEW QUESTION 133
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

Track the average calls per day, average cases per agent, and average cases per case type.

Measure difference in CSAT ol cases with and without articles attached.

Benchmark the average cases per agent versus the team average across each case channel

Track not promoter scores as part of an automated survey after case closure for every cote.

NEW QUESTION 134
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Map articles with HTML sections to rich text area fields

Use change sets to import data categories

Create a separate .csv for each article type

Use the data loader to import unstructured articles

NEW QUESTION 135
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

Data Loader

Mass Transfer Records

Data Import Wizard

Change Sets

NEW QUESTION 136
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

Implement Field Service Lightning.

Integrate with an enterprise resource planning system.

Develop and publish a knowledge management system

Configure Visual Flows on Salesforce mobile.

NEW QUESTION 137
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

Create three article types for each product area (Personal Banking, Mortgage, CD).

Create three data categories for each product area (Personal Banking, Mortgage, CD).

Create two data categories to display information (Question/Answer, Product Info).

Create two article types to display information (Question/Answer, Product Info).