Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SP24) Dumps
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Sample Question 4
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers locatedacross North America, Europe, andAsia. UC wants standardized reporting across worldwide contact centers’ key performanceindicators (KPIs).Which approach should a consultant recommend in this scenario?
A. Assign a global team of experienced analysts to create a standard report template. B. Ask leadership, management, and agents in all regions to vote on the standard reporttemplate. C. Request that the VP of worldwide support design a standard report template to provide aclear vision,
Answer: A
Explanation: For Universal Containers to achieve standardized reporting across its
worldwide contact centers, assembling a global team of experienced analysts to develop a
standard report template is recommended. This approach ensures that the template
reflects a comprehensive understanding of global KPIs, facilitating consistent performance
measurement and comparison across all regions.
Sample Question 5
A customer submitted a case that is routed to a service desk agent at UniversalContainers. After the agent responds to the case, they realize the customer is ineligible forsupport.Which solution should the consultant recommend to prevent this scenario from happeningin the future?
A. Add the Case's Entitlement related list to the Case Lightning Record Page. B. Add the related Contact's Entitlement related list to the Case Lightning Record Page. C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
Answer: B
Explanation: To prevent agents from responding to cases from customers who are
ineligible for support, adding the related Contact's Entitlement related list to the Case
Lightning Record Page is recommended. This allows agents to quickly verify the
customer's entitlement to support before proceeding with case resolution, ensuring
compliance with support policies.
Sample Question 6
Universal Containers recently deployed a Salesforce Knowledge implementation and wantsto evaluate the quality of the articles being produced.What should the consultant recommend to gather information efficiently on Knowledgearticle usefulness?
A. Develop custom Knowledge reports and dashboards. B. Create a review board to evaluate and manage Knowledge articles. C. Install the Knowledge Base Dashboards & Reports AppExchange package.
Answer: C
Explanation: To efficiently gather information on Knowledge article usefulness, installing
the Knowledge Base Dashboards & Reports package from Salesforce AppExchange is
advisable. This package provides pre-built reports and dashboards designed specifically for
Salesforce Knowledge, enabling quick insights into article performance, usage, and
feedback, facilitating continuous improvement in Knowledge management.
Sample Question 7
What should the consultant consider when implementing Salesforce Chat functionality in anew Service Cloud instance?
A. It should be deployed with Experience Builder. B. It is incompatible with Einstein Bots. C. It should be routed via Omni-Channel,
Answer: C
Explanation: When implementing Salesforce Chat functionality, it's important to integrate it
with Omni-Channel for routing. This ensures that chat requests are distributed based on
agent availability and workload, aligning with overall service channel management and
ensuring efficient handling of customer inquiries.
Sample Question 8
Universal Containers needs to provide contact center agents with access to a customer'spayment history if the call concerns abilling problem. The following considerations need to be taken into account:* Billing data is stored in an external system containing over 20 million records.* Only the finance department has direct access to the billing system.Which solution should a consultant recommend?
A. Create a custom tab that displays a search page from the billing system. B. Integrate payment data into Salesforce from the billing system using custom objects. C. Configure Salesforce Connect and External Objects to the billing system.
Answer: C
Explanation: To provide contact center agents with access to a customer's payment
history from an external billing system, configuring Salesforce Connect to integrate External
Objects is advised. This solution enables real-time access to billing data directly within
Salesforce, eliminating the need for direct access to the external system and streamlining
the process for agents handling billing-related inquiries.
Sample Question 9
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives.The dashboard needs to provide insights that willassist in strategic decision-making.Which type of report should the consultant include to meet the requirement?
A. Snapshot reporting that shows trends in the number of cases handled per month,providing a high-level overview of customer service operations B. Omni-Channel Analytics detailing specific paths and routing types to evaluate theefficiency of support channel C. Detailed CTI analytics reports, such as wait times and handle times, to review individualagent performance
Answer: A
Explanation: Snapshot reporting on trends in the number of cases handled per month
offers executives a high-level overview of customer service operations, enabling them to
identify patterns, assess performance, and make informed strategic decisions. This type of
report is valuable for understanding service demand and resource allocation over time.
Sample Question 10
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center.CKwants an easy way for service agents to create new articles when closing a case. The newarticleshould include appropriate details from the case to make it useful for others.What is the recommended method to meet the requirements?
A. Develop a globally-shared macro to create a new article. B. Use a trigger to automatically create a new article. C. Create a Quick Action to map case fields to a new article
Answer: C
Explanation: To facilitate easy creation of new articles by service agents when closing a
case, a Quick Action can be configured to map relevant case fields directly to a new
Knowledge article. This streamlines the process of capturing case resolutions as reusable
knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.
Sample Question 11
Universal Containers wants to ensure the contracted service level requirements for itscustomers are being met.What should a consultant configure to meet this requirement?
A. Entitlement processes, contract line items, milestone, and entitlements B. Entitlement processes, milestones, milestone actions, and entitlements C. Entitlement processes, contracts, contract line items, and entitlements
Answer: B
Explanation: To ensure contracted service level requirements are met, configuring
Entitlement Processes, Milestones, Milestone Actions, and Entitlements is essential. This
setup allows for defining specific support processes tied to service contracts, tracking
progress against milestones, and taking predefined actions to meet or exceed service
levels, ensuring compliance with contractual obligations.
Sample Question 12
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deployto production.Which solution should a consultant use to deploy the Service Resources, Skills, andRouting?
A. Data Import Wizard B. Data Loader C. Mass Transfer Records
Answer: B
Explanation: For deploying Service Resources, Skills, and Routing configurations from
sandbox to production, using Data Loader is recommended. This tool allows for the bulk
import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.
Sample Question 13
Universal Containers wants to reduce the clicks a customer support agent uses whenworking on a case. This includes the time it takes to create,resolve, and close the case.Which Salesforce productivity feature should a consultant use to accomplish thisrequirement?
A. Macros B. Quick action C. Flow
Answer: A
Explanation: Macros in Salesforce allow users to automate repetitive tasks with a single
click, such as creating, updating, and closing cases. Implementing macros can significantly
reduce the number of clicks and time customer support agents spend on routine case
management tasks, enhancing productivity and allowing them to focus more on resolving
customer issues.
Sample Question 14
The support manager at Universal Containers wants to improve visibility to cases acrossthe organization and has decided that product managers should be more involved in thecase management process. The support manager has created predefined case teams foreach product and trained support agents to add the appropriate case team to each case.Which solution allows product managers to quickly see and review the cases that arecreated for their products?
A. Configure a Case list view filtered by My Cases. B. Configure a Case related list on the Product page layout. C. Configure a Case list view filtered by My Case Teams.
Answer: C
Explanation: Configuring a Case list view filtered by "My Case Teams" allows product
managers to quickly see and review cases associated with their product teams. This solution leverages the predefined case teams for each product, making it easy for product
managers to filter and access relevant cases, improving visibility and involvement in the
case management process.
Sample Question 15
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. Whenthere are issues with the service, such as a power outage, UMS needs to provide serviceagents, operations teams, and customers with full visibility into the issue.What is the recommended feature to meet the requirements?
A. Incident Management B. Workforce Engagement C. Field Service Management
Answer: A
Explanation: Incident Management in Salesforce is designed to provide visibility and
coordination during service disruptions or issues. For Ursa Major Solar, this feature would
allow service agents, operations teams, and customers to have a centralized view and
updates on power outages or service issues, facilitating communication and resolution
efforts across all stakeholders involved in the incident.
Sample Question 16
Universal Containers provides customer support for both new products and routinemaintenance of existing products. The cases for both types have many stages and fields incommon; however, the maintenance cases have additional stages and fields that need tobe captured. Which feature should a consultant recommend to accomplish this objective?
A. Approval Processes B. Support Types C. Support Processes
Answer: C
Explanation: To accommodate the common stages and fields for new product support
cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages
based on the type of support being provided, ensuring that all necessary information is
captured accurately for each case type.
Sample Question 17
A manager would like information on which Knowledge articles are used most often by callcenter agents.Which report should a consultant use to identify the Knowledge articles that are used mostoften?
A. Knowledge articles with the most revisions B. Knowledge articles with the highest ratings C. Number of Knowledge articles attached to Cases
Answer: C
Explanation: To identify which Knowledge articles are used most often by call center
agents, creating a report that tracks the number of Knowledge articles attached to cases is
recommended. This provides insights into which articles are most frequently utilized in case
resolutions, informing content optimization and training efforts.
Sample Question 18
Cloud Kicks is preparing to launch Service Console to a large set of service agents.Feedback from a pilot group of users revealed they would likea quick way to navigate the console, including changing tabs, saving records, andsearching.What is the recommended feature to improve productivity?
A. Keyboard shortcuts B. Quick text C. Custom macros
Answer: A
Explanation: Keyboard shortcuts in the Lightning Service Console enable service agents
to quickly navigate the console, change tabs, save records, and perform searches without
relying on mouse clicks. This feature enhances productivity by allowing agents to perform
common actions more efficiently, addressing the feedback from the pilot group of users.
Sample Question 19
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK usesData Category Visibility to control access based on products and geographic location. Theadmin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings underKnowledge Settings.Which consideration should the admin be aware of when making this change?
A. Data Category Visibility of All Categories provides Public Read-Only access. B. Data Category Visibility of Custom overrides organization-wide default sharing access. C. Data Categories no longer control access to articles.
Answer: C
Explanation: Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's
crucial to understand that Data Category Visibility will no longer control access to articles.
Instead, standard Salesforce sharing rules and permissions will govern article access,
making it important to carefully configure these settings to maintain the desired level of
access control and visibility based on the organization's requirements.
Sample Question 20
Agents at Universal Containers are required to update the Case Status to Waiting forCustomer after they send an email to the Case Contact. Support managers are noticingthat many agents are forgetting to perform this step.What should a consultant recommend to address this problem?
A. Create a Case Macro. B. Create a Validation Rule. C. Create an action on Case,
Answer: A
Explanation: To address the issue of agents forgetting to update the Case Status after
sending an email, creating a Case Macro that automates the process of sending the email
and updating the status is recommended. This ensures consistency in case management
and adherence to support processes, enhancing service quality and managerial oversight.
Sample Question 21
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloudcustomers can use to create and track cases, see upcoming product announcements, andinteract with other customers who have common interests.Which mobile development option should the consultant recommend?
A. Create two custom mobile apps, one for Apple and the other for Android. B. Explain that community users can access the site through a web browser. C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
Answer: C
Explanation: For creating a secure, branded mobile app for Experience Cloud customers,
utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a
unified mobile app compatible with both Apple and Android devices, providing a seamless
experience for customers to engage with the brand, track cases, and interact with the
community.
Sample Question 22
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls tocustomers. CK has recently received complaints from customers who have set theircommunication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?
A. Remove the phone number from the page layout. B. Use Dynamic Forms to hide the phone number. C. Set the Contact Do Not Call field value to True.
Answer: C
Explanation: To address customer complaints about receiving calls despite preferences
for email or text communication, setting the 'Do Not Call' field value to True on Contact
records is the most efficient solution. This ensures that Lightning Dialer respects
communication preferences, preventing calls to customers who have opted out, thereby
enhancing customer satisfaction and adherence to communication preferences.
Sample Question 23
Universal Containers wants to automate the process of case creation. While conducting abusiness process review, the consultant learned that customers sometimes upload digitalpictures ofthe problem.Following best practices, which solution should a consultant recommend?
A. Email-to-Case B. AppExchange package C. Web-to-Case
Answer: A
Explanation: For automating case creation and accommodating customers who upload
digital pictures, Email-to-Case is the best practice solution. It allows customers to send
emails with attachments, which are automatically converted into cases, including the digital
pictures, streamlining the case creation process and improving response times.
Sample Question 24
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base whilemaintaining article quality. CK plans to allow all service agents to create articles.What should the consultant recommend to create a vetting workflow to reduce the numberof low-quality articles?
A. Flow with notifications B. Reports and dashboards C. Approval process
Answer: C
Explanation: To maintain article quality while increasing the number of Knowledge articles,
implementing an approval process for article creation is recommended. This process allows
for the vetting of articles by subject matter experts or managers before publication,
ensuring that only high-quality content is made available in the knowledge base.
Sample Question 25
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer.Once a call completes, support agents often need to send a follow-up email or finalize casenotes. CK wants to get insight about agent efficiency.Which metric should a consultant recommend to track the efficiency of individual agents?
A. Total Emails Sent B. Call Abandonment C. After Conversation Work Time
Answer: C
Explanation: To track the efficiency of individual agents using the Service Cloud Voice
Dialer, focusing on the "After Conversation Work Time" metric is recommended. This
metric measures the time spent by agents on follow-up tasks after a call has ended,
providing insights into how efficiently agents manage their post-call responsibilities and
contributing to an overall understanding of agent productivity.
Sample Question 26
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiencyof the support team. The company uses key performance indicators (KPIs) to measure thesuccess ofthe implementation.Which metric should a consultant use to measure the effectiveness of two-way mobilemessaging?
A. Average Handle Time B. Reduced Call Volume C. Total Open Cases
Answer: A
Explanation: To measure the effectiveness of two-way mobile messaging, the Average
Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and
problem resolution through messaging, providing insights into how this channel impacts
support team performance and customer satisfaction, helping to evaluate the success of
the implementation.
Sample Question 27
The support manager at Universal Containers wants to measure first-call resolution bychannel, agent, and calendar month.Which reporting solution should the consultant recommend?
A. Create a report using Grouping. B. Create a reporting snapshot. C. Create a joined report.
Answer: C
Explanation: To measure first-call resolution by channel, agent, and calendar month, a
joined report is recommended. This type of report allows the combination of related reports
into a single report with multiple blocks, enabling the analysis of data across different
dimensions such as communication channels, individual agent performance, and
timeframes, providing a comprehensive view of first-call resolution metrics.
Sample Question 28
What is a consideration when adding a report chart to a Page Layout or a Lightning RecordPage?
A. The report must be used on a Dashboard. B. The report must have a standard Report Type. C. The report must contain a chart.
Answer: C
Explanation: 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.
Sample Question 29
The support team at Cloud Kicks would like to implement a messaging tool to addresscommon customer feedback and concerns. The support team also wants to extend theirsupport capabilities.What should the consultant recommend to meet the requirement?
A. Slack Connect B. Service GPT C. Einstein Bots
Answer: C
Explanation: Einstein Bots should be recommended to address common customer
feedback and concerns while extending support capabilities. Einstein Bots are part of
Salesforce's Service Cloud and can be programmed to handle routine customer inquiries,
freeing up agents to focus on more complex issues. These bots can be integrated into
various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.
Sample Question 30
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier supportexperience. CK Ants to allow asynchronous conversations, conversations across devices,andEstimated Wait Time transparency. CK currently uses an external website to deliver its chatsupportoffering.What should a consultant recommend to provide these newer capabilities?
A. Einstein Bots B. Messaging for Web C. AppExchange package
Answer: B
Explanation: To provide top-tier support features such as asynchronous conversations,
cross-device support, and Estimated Wait Time transparency, Messaging for Web is
recommended. This feature enhances the chat support experience on external websites,
offering modern communication capabilities that meet customer expectations for flexible
and informed support interactions.
Exam Code: Service-Cloud-ConsultantExam Name: Salesforce Certified Service cloud consultant (SP24)Last Update: April 27, 2024Questions: 177
