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Who should take the Service-Cloud-Consultant exam
The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
NEW QUESTION 38
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
- A. Build a repository of Knowledge articles related to integration and share it with the customer.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Create a related child case and assign the child case to the product development team.
- D. Enable Chatter case feed and add product development team members to the case team.
Answer: B
NEW QUESTION 39
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Create a validation rule for case survey email templates
- C. Utilize an AppExchange package to handle customer surveys
- D. Modify the user interface settings for the case survey sidebar
Answer: C
NEW QUESTION 40
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Monitor service level agreements (SLAs) and notify customers.
- B. Deliver training on case handling for contingent staff.
- C. Disable the Interactive Voice Response (IVR) system.
- D. Route cases to agents in an alternate center.
- E. Update the case status field values.
Answer: A,B,D
NEW QUESTION 41
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION 42
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to
Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read
historical cases.
Which product and license type would meet all of these requirements?
- A. Visualforce and Self-Service Portal
- B. Force.com Sites with Knowledge and Email-to-Case
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Web-to-Case
Answer: C
NEW QUESTION 43
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Hire additional support agents
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 44
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)
- A. Cases created by type.
- B. Average case stage duration.
- C. Case volume by channel.
- D. Open cases by reason.
Answer: B
NEW QUESTION 45
A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?
- A. Escalation Rules
- B. Chatter Groups
- C. Mass Email
- D. Public Groups
Answer: B
NEW QUESTION 46
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Add more support phone lines.
- B. Ask sales reps to respond to support Cases.
- C. Limit Customers to 5 Cases per day.
- D. Provide a self-help Customer Community.
Answer: D
NEW QUESTION 47
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Create escalation rules to re-assign cases after SLAs have expired.
- B. Create case teams and introduce swarming to resolve cases.
- C. Enable and use Chatter feed tracking on the case object.
- D. Enable the Service Cloud Console and Knowledge sidebar for agents.
Answer: B,C
NEW QUESTION 48
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?
- A. Create a custom view on the Case tab
- B. Create a custom report
- C. Create a custom Visualforce page
- D. Create a custom related list on the case
Answer: D
NEW QUESTION 49
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Auto launch flow
- C. Visualforce custom page
- D. Salesforce Console for Service
Answer: D
NEW QUESTION 50
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create a workflow rule and email alert action that sends an email to the case contact when a case with
the "Errata" record type is created - B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
type is created - C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
type is created - D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
is created
Answer: A
NEW QUESTION 51
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Articles appearing in the Knowledge sidebar
- B. Contract details related to the entitlement
- C. Products and assets associated to the case
- D. Knowledge articles attached to the case
Answer: D
NEW QUESTION 52
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Social Customer Service
- B. Interactive Voice Response
- C. Computer Telephone Integration
- D. Live Agent
Answer: A,D
NEW QUESTION 53
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. Whatconfiguration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific publication states to each team.
- B. Assign article managers to public groups and specific article actions to each group.
- C. Assign articlemanagers to public groups and specific publication states to each group.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: B
NEW QUESTION 54
Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?
- A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create a bucket field on a report to calculate the percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
Answer: C
NEW QUESTION 55
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 an article action 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 a permission set for each record type and assign them to each team based on their product
specialization
Answer: B
NEW QUESTION 56
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - B. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- C. It does NOT require a software install for each call center user on a Windows-based PC.
- D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- E. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone
Answer: A,B,D
NEW QUESTION 57
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