DumpsKing Service-Cloud-Consultant Dumps Real Exam Questions Test Engine Dumps Training
Salesforce Service-Cloud-Consultant exam dumps and online Test Engine
NEW QUESTION # 88
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?
- A. Use the Salesforce import wizard to load and cleanse the data.
- B. Cleanse the data outside of Satesfbrce and then migrate the data.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: B
NEW QUESTION # 89
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Salesforce social profile on contacts.
- B. Create a Lightning Platform app for Facebook monitoring.
- C. Enable Social Customer Service.
- D. Integrate Facebook to its existing Customer Community.
Answer: A
NEW QUESTION # 90
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove unnecessary columns from the reports.
- C. Remove formula fields from filter criteria.
- D. Remove dashboards based on long-running reports.
Answer: C
NEW QUESTION # 91
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)
- A. Total number of solutions created by agent
- B. Number of total cases handled
- C. Average number of knowledge articles published
- D. First contact resolution rate
Answer: B,D
NEW QUESTION # 92
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. Agents must click Publish after the Approval Process.
- B. Set the final approval action to "Lock the record for editing".
- C. The Approval Process will automatically Publish.
- D. Approve articles from the Knowledge approval page to Publish.
Answer: A
NEW QUESTION # 93
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Approval Process
- B. Auto-Add Milestones
- C. Cross-Object Formula
- D. Lookup Filter
Answer: B
NEW QUESTION # 94
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Number of IVR inquiries without agent involvement
Answer: B,C
NEW QUESTION # 95
Which document should be created to support the initial planning phase of animplementation project? (Choose
2)
- A. Project milestones
- B. Project kickoff presentation
- C. Solution design document
- D. Requirements traceability matrix
Answer: A,B
NEW QUESTION # 96
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Chatter group and invite the customer to join with an external chatter user.
- B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Create a Visualforce page on the customer community portal.
- D. Set up insert Article into Social post and enable the customer community portal.
Answer: D
NEW QUESTION # 97
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 consultnat recommend to address this problem.
- A. Define case escalation rules
- B. Activate a validation rule
- C. Create a Case Macro
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION # 98
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.
- A. Escalation rule to ignore business hours based on case criteria
- B. Workflow rule
- C. Validation rules on case process field
Answer: A
NEW QUESTION # 99
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a profile with access to the service console app
- B. Assign users a sharing rule with access to the service console app
- C. Assign user to public group with access to the service console app
- D. Assign users a permission with access to the service console app
Answer: A,D
NEW QUESTION # 100
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements
listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate agents to Force.com Connect Offline during deployment
- B. Deploy in phases using countries as pilots
- C. Deploy based on the number of trainers available
- D. Migrate case data and deploy to all users at office
Answer: B
NEW QUESTION # 101
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dynamic dashboards
- B. Org wide default for cases set to private
- C. Dashboad folder sharing
- D. Case Object permissions set to create and read
Answer: A,B
NEW QUESTION # 102
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use an Apex trigger
- B. Use a validation rule
- C. Use a workflow rule with an action
- D. Use a case assignment rule
Answer: C
NEW QUESTION # 103
The Service Manager at universal Containers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching the
knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a permission set for each record type and assign them to each team based on their product
specialization - B. Create a data category for each product and assign them to each team bases on their product
specialization - C. Create a page layout for each article type and assign them to each team based on their product
specialization - D. Create an article action for each record type and assign them to each team based on their product
specialization
Answer: B
NEW QUESTION # 104
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Plan, prepare, validate, execute, test
- B. Prepare, plan, validate, execute, test
- C. Prepare, plan, Test, execute, validate.
- D. Plan, prepare, test, execute, validate.
Answer: D
NEW QUESTION # 105
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Create a SoftPhone layout and assign to user profiles
- B. Assign the Salesforce users to the Call Center.
- C. Use Apex to create an adapter to work with third-party CTI systems
- D. Install an adapter from AppExchange to work with third-party CTI systems
- E. Assign the Salesforce CTI license to Salesforce users
Answer: A,B,D
NEW QUESTION # 106
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,
Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its
centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and
tandardization. - B. Assign a global team of experienced agents and leaders to create a common design template and report
structure. - C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and
reporting. - D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst
build a combined report.
Answer: B
NEW QUESTION # 107
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Enable article deliveries
- B. Assign article types to the communities
- C. Enable public solutions.
- D. Configure content library permissions
- E. Publish articles to external channels
Answer: B,C,E
NEW QUESTION # 108
......
Salesforce Service-Cloud-Consultant: Selling Salesforce Service Cloud Consultant Products and Solutions: https://dumpstorrent.dumpsking.com/Service-Cloud-Consultant-testking-dumps.html
