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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 5

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Question 41

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A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.

What is the recommended method to decrease the time it takes to close cases?

Create Synonym Groups.
Create Synonym Groups.
Create Article Translation.
Create Article Translation.
Enable Suggested Articles.
Enable Suggested Articles.
Add Data Category Groups.
Add Data Category Groups.
Suggested answer: C

Explanation:

Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview

asked 23/09/2024
Kurt Van Rymenant
44 questions

Question 42

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Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Change the org-wide default for cases and contacts internal access to private.
Change the org-wide default for cases and contacts internal access to private.
Update the case assignment rule to add the site member to the predefined case team.
Update the case assignment rule to add the site member to the predefined case team.
Create a sharing rule to share the contact record with the site member.
Create a sharing rule to share the contact record with the site member.
Set up a sharing set to grant access based on the site member's contact record.
Set up a sharing set to grant access based on the site member's contact record.
Suggested answer: D

Explanation:

A sharing set is a feature that allows community members to access records that are not owned by them or shared with them by the org-wide default settings. A sharing set can grant access based on a common lookup field, such as the contact field on the case object. By setting up a sharing set to grant access based on the site member's contact record, the consultant can enable community members to access, create, and manage cases online. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Sharing Sets Overview

asked 23/09/2024
Sonjoy Kanwal
42 questions

Question 43

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Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

Which two feature should the consultant recommend as part of the deployment?

Select two Twitter or Facebook accounts.
Select two Twitter or Facebook accounts.
Create and assign permission sets to give agents social account access.
Create and assign permission sets to give agents social account access.
Retrieve Social Studio credentials.
Retrieve Social Studio credentials.
Enable the Moderation feature to automatically create cases from posts.
Enable the Moderation feature to automatically create cases from posts.
Suggested answer: A, B

Explanation:

Customer Community Login licenses are used for external users who access Experience Cloud sites and need to view and execute reports with the ability to ''Run as specified user''. This license type allows users to create and manage cases, as well as access custom objects and tabs. Customer Community Login licenses are based on the number of monthly logins and are suitable for occasional users who do not need full access to standard CRM functionality. Verified

Reference:Service Cloud Consultant Certification Guide & Tips,Experience Cloud User Licenses

asked 23/09/2024
Chad Clark
46 questions

Question 44

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Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.
Contact Salesforce to send a report on article efficacy.
Send out a monthly survey to customers requesting feedback.
Send out a monthly survey to customers requesting feedback.
Install Knowledge Base Dashboards and Reports AppExchange package.
Install Knowledge Base Dashboards and Reports AppExchange package.
Create a group of super users that will evaluate and manage articles.
Create a group of super users that will evaluate and manage articles.
Suggested answer: C

Explanation:

The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified

Reference:Knowledge Base Dashboards and Reports

asked 23/09/2024
ELVIS KENVO
42 questions

Question 45

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that 'We will empower our customers to interact with us in the way of their choosing.' Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing 'Chat Now' button on the Customer Community with a toll- free phone number.
Replace the existing 'Chat Now' button on the Customer Community with a toll- free phone number.
Create a central 'Contact Us' page which provides access to all available channels.
Create a central 'Contact Us' page which provides access to all available channels.
Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Optimize the customer community for mobile devices to have access to the same support as desktops.
Optimize the customer community for mobile devices to have access to the same support as desktops.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Suggested answer: B, D, E

Explanation:

These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central ''Contact Us'' page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified

Reference:Create a Contact Us Page, [Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]

asked 23/09/2024
Karanshah Gulati
44 questions

Question 46

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Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.

What approach should a consultant recommend to meet these requirements?

Configure Case Escalation Rules.
Configure Case Escalation Rules.
Define Entitlement and Milestones.
Define Entitlement and Milestones.
Use Process Builder with Scheduled Actions
Use Process Builder with Scheduled Actions
Enable Omni-Channel Routing.
Enable Omni-Channel Routing.
Suggested answer: B

Explanation:

Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified

Reference: [Entitlement Management]

asked 23/09/2024
Roger Warner
33 questions

Question 47

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Milestones can be added to which three object types?

Choose 3 Answers

Work order
Work order
Case
Case
Service
Service
Entitlement
Entitlement
Account
Account
Suggested answer: A, B, D

Explanation:

Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified

Reference:Milestones: Supported Objects

asked 23/09/2024
Ajayi Johnson
45 questions

Question 48

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Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel
Omni-Channel
Publisher Actions
Publisher Actions
Macros
Macros
Quick Text
Quick Text
Chatter
Chatter
Suggested answer: B, C, D

Explanation:

Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified

Reference:Sales Cloud Productivity Best Practices

asked 23/09/2024
Deniz Cimen
28 questions

Question 49

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Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.

What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.
Allow Comments on Knowledge articles.
Implement Case Assignment Rules.
Implement Case Assignment Rules.
Enable Chat in an Experience Cloud site.
Enable Chat in an Experience Cloud site.
Create a self-service Help Center.
Create a self-service Help Center.
Suggested answer: D

Explanation:

Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features. Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified

Reference:Create a Self-Service Help Center

asked 23/09/2024
Eduardo Efren Flores Riofrio
38 questions

Question 50

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Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to 'Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal
Service Cloud Portal
Customer Community Login
Customer Community Login
High Volume Customer Portal
High Volume Customer Portal
Partner Community Login
Partner Community Login
Suggested answer: B

Explanation:

Customer Community Login licenses are used for external users who access Experience Cloud sites and need to view and execute reports with the ability to ''Run as specified user''. This license type allows users to create and manage cases, as well as access custom objects and tabs. Customer Community Login licenses are based on the number of monthly logins and are suitable for occasional users who do not need full access to standard CRM functionality. Verified

Reference:Service Cloud Consultant Certification Guide & Tips,Experience Cloud User Licenses

asked 23/09/2024
Bradley Flay
40 questions
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