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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 3

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Question 21

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A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. 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?

Validation Rules
Validation Rules
Einstein Next Best Action
Einstein Next Best Action
Service Analytics Predictions
Service Analytics Predictions
Einstein Reply Recommendations
Einstein Reply Recommendations
Suggested answer: C
asked 23/09/2024
Judith Persons
43 questions

Question 22

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If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

Enable Omni-Channel Case assignment
Enable Omni-Channel Case assignment
Define separate Record Types for Tier 1 and Tier 2
Define separate Record Types for Tier 1 and Tier 2
Implement Lightning Guided Engagement
Implement Lightning Guided Engagement
Configure a Visual Flow Troubleshooting Action
Configure a Visual Flow Troubleshooting Action
Suggested answer: C

Explanation:

Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement

asked 23/09/2024
MARIO CRUZ
40 questions

Question 23

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A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....

Which configuration option should be verified?

Verify that users have access to the Chat public group.
Verify that users have access to the Chat public group.
Verify that users are assigned the Chat user profile
Verify that users are assigned the Chat user profile
Verify that users have access to the Chat buttons.
Verify that users have access to the Chat buttons.
Verify that users are assigned the Chat feature license.
Verify that users are assigned the Chat feature license.
Suggested answer: D

Explanation:

Verifying that users are assigned the Chat feature license is the configuration option that should be verified if agents cannot see the Chat footer component in the Service Console. A Chat feature license is a type of license that enables users to access Chat functionality, such as initiating, receiving, transferring, or ending chat sessions, sending quick texts or files, or viewing chat reports. Users must have a Chat feature license assigned to their user record in order to use Chat in the Service Console. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Assign Chat Licenses

asked 23/09/2024
Luis Marino
34 questions

Question 24

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Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.

A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?

Use a global quick action to capture details.
Use a global quick action to capture details.
Use an auto-launched flow to capture details.
Use an auto-launched flow to capture details.
Use a new customer Path on Contact to capture details.
Use a new customer Path on Contact to capture details.
Use Open CTI with Pop to flow to capture details.
Use Open CTI with Pop to flow to capture details.
Suggested answer: B

Explanation:

Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Create an Auto-Launched Flow

asked 23/09/2024
Rodwell Shibambu
51 questions

Question 25

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Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. 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?

Lookup Filter
Lookup Filter
Auto-Add Milestones
Auto-Add Milestones
Cross-Object Formula
Cross-Object Formula
Approval Process
Approval Process
Suggested answer: A

Explanation:

A Lookup Filter is the recommended method to meet the requirement of preventing service agents from selecting entitlements that are not associated with the account assigned on the case. A Lookup Filter is a type of filter that restricts the values and records that are available in a lookup field based on criteria and conditions. A Lookup Filter can be used to limit the entitlements that are available in the Entitlement Name lookup field on the case page layout based on the Account Name field value. This way, service agents can only select entitlements that belong to the same account as the case. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Define Lookup Filters

asked 23/09/2024
Fiston LOMATE
43 questions

Question 26

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Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

Prioritize the requirements based on who submitted them.
Prioritize the requirements based on who submitted them.
Identify the requirements needed for initial GoLive.
Identify the requirements needed for initial GoLive.
Provide a timeline that addresses all the requirements.
Provide a timeline that addresses all the requirements.
Organize the requirements from largest to smallest.
Organize the requirements from largest to smallest.
Suggested answer: B

Explanation:

Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices

asked 23/09/2024
Marcelo Rubio Caiado
44 questions

Question 27

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A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

customer satisfaction Survey
customer satisfaction Survey
Customer Purchase History
Customer Purchase History
Customer Support Requests
Customer Support Requests
Net promoter Score
Net promoter Score
Service Level Agreement
Service Level Agreement
Suggested answer: A, D, E

Explanation:

Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company's products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer's expectations and how satisfied the customer is with the service. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones

asked 23/09/2024
Sara Trela
33 questions

Question 28

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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 consultant recommend to address this problem?

Configure Process Builder
Configure Process Builder
Activate a Validation Rule
Activate a Validation Rule
Define Case Escalation Rules
Define Case Escalation Rules
Create a Case Macro
Create a Case Macro
Suggested answer: D

Explanation:

A case macro is a set of instructions that tells Salesforce how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it. Verified

Reference:Salesforce Help: Macros

asked 23/09/2024
Meghan Crofford
39 questions

Question 29

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A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

CTI Adapter configuration
CTI Adapter configuration
Lightning Console enablement
Lightning Console enablement
Call Center Definition File creation
Call Center Definition File creation
Service Console case creation configuration
Service Console case creation configuration
Suggested answer: A, C

Explanation:

A CTI adapter is a software component that connects Salesforce to a phone system and enables features such as click-to-dial, screen pop, call logging, and call transfer. A call center definition file is an XML file that defines the settings and behaviors of the CTI adapter for Salesforce users. Both of these are key considerations for integrating a phone system with the Salesforce Service Console. Verified

Reference:Salesforce Help: CTI AdaptersandSalesforce Help: Call Center Definition Files

asked 23/09/2024
Andrey Scherbakov
39 questions

Question 30

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Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

Omni-Channel
Omni-Channel
Entitlements
Entitlements
Case Escalation
Case Escalation
Case Milestones
Case Milestones
Suggested answer: B

Explanation:

Entitlements are units of customer support in Salesforce, such as phone support or web support. They allow you to define different levels of support for different customers and ensure that agents are working within the service level agreement (SLA). You can use entitlements to track service contracts, create service level agreements, and verify customer eligibility for support. Verified

Reference: [Salesforce Help: Entitlement Management]

asked 23/09/2024
Issam Boumlic
44 questions
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