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

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

Posted on July 20, 2025 By freedumps No Comments on 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

Use Real Salesforce Achieve the Service-Cloud-Consultant Dumps – 100% Exam Passing Guarantee

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?

 
 
 
 
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

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

 
 
 
 

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?

 
 
 
 

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

 
 
 
 

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?

 
 
 
 

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?

 
 
 
 

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.

 
 
 
 

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

 
 
 
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.

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?

 
 
 
For Universal Containers to report on trends in Knowledge Searching, User Activity, and Data Category Usage, installing the Knowledge Base Reports and Dashboard package is recommended. This package provides pre-built reports and dashboards specifically designed for analyzing Knowledge usage and performance, enabling UC’s analytics team to gain insights into Knowledge program effectiveness.

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?

 
 
 
 
Explanation
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_basics.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5

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?

 
 
 
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.

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?

 
 
 
 

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?

 
 
 
 
Explanation
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents’ daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types

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?

 
 
 
 

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?

 
 
 
 

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

 
 
 
 

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?

 
 
 
 

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

 
 
 
 

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

 
 
 
 
Explanation
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5

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?

 
 
 
 

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.

 
 
 
 

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