Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Approval Process that assigns an Article to a Reviewer Queue.

Data Category to assign an article record type to a Reviewer.

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.Which reporting solution should a consultant recommend?

Create a report using the Case snapshot report type

Create a report using the Case Lifecyle report type

Create a report using the Case age report type

Create a report using the Case snapshot report type

Create a report using the Case historical trending report type

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Lightning Console chat page.

Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.Which type of Community license should be used to meet these requirements?

Lightning External Apps Starter

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

On a utility bar of the Lightning App

On the Calendar right hand panel

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.Which approach should a consultant implement?

Configure Case Escalation Rules.

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.What is the recommended solution to meet the requirements?

Omni-Channel with Skills-Based Routing.

Knowledge One with Article Recommendations

Experience Cloud with self-support

Omni-Channel with Skills-Based Routing.

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.How should the consultant recommend the report be created?

Create a Custom Report type with activities as the primary object.

Build a Summary report on Products and Activities.

Set up a reporting snapshot of the case, contact and activity objects.

Create a Custom Report type with activities as the primary object.

Customize the My Teams Calls this week standard report.

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.What is the recommended solution to meet the requirements?

Service Cloud Voice with Tele-pay

Field Service with Integrated Payments

Experience Cloud with Customer Account Portal template

Einstein Bots with Credit Card Payments

Service Cloud Voice with Tele-pay

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

Create a data category for each product; assign data categories to service agents.

Create a page layout for each record type; assign layouts to service agents.

Create a data category for each product; assign data categories to service agents.

Create a permission set for each record type; assign permissions to service agents.

Create an article action for each record type; assign record types to service agents.

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Install an adapter from AppExdiange to work with third-party CTI systems.

Assign the correct Salesforce users to the Call Center.

Create a softphone layout and assign to user profiles.

Install an adapter from AppExdiange to work with third-party CTI systems.

Enable Live Agent in their community to chat with an agent.

Assign the correct Salesforce users to the Call Center.

Create a softphone layout and assign to user profiles.

Assign the Salesforce CTI license to Salesforce users.

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?

Implement Lightning Guided Engagement

Enable Omni-Channel Case assignment

Define separate Record Types for Tier 1 and Tier 2

Implement Lightning Guided Engagement

Configure a Visual Flow Troubleshooting Action

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 are assigned the Chat feature license.

Verify that users have access to the Chat public group.

Verify that users are assigned the Chat user profile

Verify that users have access to the Chat buttons.

Verify that users are assigned the Chat feature license.

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 an auto-launched flow to capture details.

Use a global quick action to capture details.

Use an auto-launched flow to capture details.

Use a new customer Path on Contact to capture details.

Use Open CTI with Pop to flow to capture details.

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?

Identify the requirements needed for initial GoLive.

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

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

Call Center Definition File creation

Service Console case creation configuration

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Number of cases closed by self-service users.

Number of cases created using Communities by month.

Number of cases closed by self-service users.

Average call handle time by team.

Number of Knowledge articles created each month.

Number of cases created using Communities by month.

Which three are characteristics of Visual Workflow? Choose 3 answers

Elements can be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

Apex code must be used to update fields in the database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?Choose 2 answers

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:* Agents need to collaborate with other teams.* The product development team needs to be alerted on high-priority cases for specific products.Which solution will meet these requirements?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

Use escalation rules for notifications and account teams to monitor cases.

Use escalation rules for notifications and case teams to monitor cases.

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.Which approach should a consultant implement?

Configure case escalation rules.

Define case auto-response rules.

Estabalish case assignment rules.

Use Flow Builder to create a flow with scheduled path.

Configure case escalation rules.

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.What should a consultant recommend to meet this requirement?

Social Customer Service for Twitter and Facebook.

Social Persona for Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Salesforce Certified Service Cloud Consultant Practice Test 1

Question 1 / 40

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

Configure Case Assignment Rules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

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Salesforce Certified Service Cloud Consultant Practice Test 1

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Salesforce Certified Service Cloud Consultant Practice Tests

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