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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 9

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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?

Change Sets
Change Sets
Mass Transfer Records
Mass Transfer Records
Data Import Wizard
Data Import Wizard
Data Loader
Data Loader
Suggested answer: A, D

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

asked 23/09/2024
Chun Yin Lau
44 questions

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?

Web-to-Case
Web-to-Case
Embedded Chat Service
Embedded Chat Service
Customer Community
Customer Community
Case Assignment Rules
Case Assignment Rules
Suggested answer: B

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

asked 23/09/2024
Hydir Sherbini
26 questions

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?

Create a Customer Experience Cloud site.
Create a Customer Experience Cloud site.
Implement Recommended Articles.
Implement Recommended Articles.
Configure Web-to-Case.
Configure Web-to-Case.
Deploy a Partner Central Community.
Deploy a Partner Central Community.
Suggested answer: A

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

asked 23/09/2024
Yusuf Sivrikaya
39 questions

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?

Field Service Lightning
Field Service Lightning
Lightning Console
Lightning Console
Salesforce Mobile App
Salesforce Mobile App
Employee Community
Employee Community
Suggested answer: A

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

asked 23/09/2024
Irving Indian
30 questions

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?

Omni-Channel Utility Component
Omni-Channel Utility Component
Cases report sorted by Rep and Case Owner
Cases report sorted by Rep and Case Owner
Cases report sorted by Rep and Case CreatedDate
Cases report sorted by Rep and Case CreatedDate
Omni-Channel Supervisor tab
Omni-Channel Supervisor tab
Suggested answer: D

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

asked 23/09/2024
Swen Evers
39 questions

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?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.
set a cutoff date of 1.5 months before user acceptance testing for any change requests.
Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
Deliver the entire project simultaneously so as to present UC with a completed solution.
Deliver the entire project simultaneously so as to present UC with a completed solution.
Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Suggested answer: B

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

asked 23/09/2024
Franco Santos
38 questions

Question 87

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What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

The report is shared with a Chatter Group.
The report is shared with a Chatter Group.
The report contains a chart.
The report contains a chart.
The report has a standard Report Type.
The report has a standard Report Type.
The report is a Summary or Matrix report.
The report is a Summary or Matrix report.
The report chart is added to the Page Layout.
The report chart is added to the Page Layout.
Suggested answer: B, D, E

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

asked 23/09/2024
Samer Chaar
27 questions

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?

An email to case inquiry
An email to case inquiry
On-demand email to case
On-demand email to case
While holding for a support agent
While holding for a support agent
Web-to-case question
Web-to-case question
Suggested answer: A
asked 23/09/2024
ALOUAT EKRAM
45 questions

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

Salesforce Connect
Salesforce Connect
Custom Objects
Custom Objects
Middle-tier integration
Middle-tier integration
External Objects
External Objects
Suggested answer: A, D

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

asked 23/09/2024
Ted Kang
37 questions

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?

Change Sets
Change Sets
Mass Transfer Records
Mass Transfer Records
Data Loader
Data Loader
Manual configuration
Manual configuration
Suggested answer: A

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

asked 23/09/2024
Aldrin Plata
43 questions
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