Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 9
List of questions
Question 81
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Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
Explanation:
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified
Reference:Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview
Question 82
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Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
Explanation:
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified
Reference:Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
Question 83
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Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
Explanation:
A Customer Experience Cloud site is a solution that allows customers to access self-service portals, knowledge bases, and communities. It can be used to provide customers with product installation guides, warranty information, and other relevant content. Verified
Reference: : https://help.salesforce.com/s/articleView?id=sf.customer_experience_cloud.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customer_experience_cloud_sites.htm&type=5
Question 84
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Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Explanation:
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified
Reference: : https://help.salesforce.com/s/articleView?id=sf.field_service_basics.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5
Question 85
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How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
Explanation:
The Omni-Channel Supervisor tab is a feature that allows managers to see which service representatives have not accepted new cases recently using the Lightning Service Console. It provides real-time data on the status, capacity, workload, and performance of agents and queues. Verified
Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_tab.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_monitor_agents.htm&type=5
Question 86
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Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
Explanation:
Generating continuous feedback from the project team, and adjusting the requirements and deliverables accordingly is a key principle of Agile methodology. It allows for iterative and incremental development, which can lead to a successful implementation of Service Cloud. Verified
Reference: : https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-principles : https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-methodologies
Question 87
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What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
Explanation:
These are three considerations when adding a report chart to a Console Component. The report must contain a chart that displays data in a graphical format. The report must be a Summary or Matrix report that groups data by rows and columns. The report chart must be added to the Page Layout of the object that the report is based on. Verified
Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_components_report_chart.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_charts_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_format_types.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_layouts.htm&type=5
Question 88
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The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
Question 89
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Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
Explanation:
Salesforce Connect and External Objects are two features that can provide Service Console users with the ability to view and update product usage data that is stored in an external system. Salesforce Connect allows users to access data from external sources in real time without copying or syncing the data. External Objects are custom objects that map to data stored outside Salesforce. Verified
Reference: : https://help.salesforce.com/s/articleView?id=sf.external_object_considerations.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.connect.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.external_object_define.htm&type=5
Question 90
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Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
Explanation:
Change Sets are the deployment solution that a consultant should use to move an updated Service Console from a sandbox to Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for the Service Console, such as the app definition, the page layouts, the tabs, the components, the utility bar, or the navigation rules. Change Sets can also be used to deploy other related components, such as objects, fields, profiles, permissions, workflows, or reports. Verified
Reference:Service Cloud Consultant Certification Guide & Tips, Change Sets Overview
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