Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.Which two benefits can be expected from KCS adoption?Choose 2 answers

A knowledge article life cycle that evolves based on usage and demand

A knowledge article life cycle that is implemented correctly the first time and does not need to change

A knowledge article life cycle that evolves based on usage and demand

Reduced first contact resolution

Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.Which approach should the consultant use for date migration?

Plan, prepare, test, execute, validate.

Prepare, plan, Test, execute, validate.

Plan, prepare, test, execute, validate.

Plan, prepare, validate, execute, test

Prepare, plan, validate, execute, test

Universal Containers wants to implement a customer service community.The goal of the community is to enable community members to access, create, and manage cases online.How should the consultant implement these requirements?

Set up a sharing set to grant access based on the community member's contact record.

Create a sharing rule to share the contact record with the community member.

Change the org-wide default for cases and contacts internal access to private.

Set up a sharing set to grant access based on the community member's contact record.

Update the case assignment rule to add the community member to the predefined case team.

universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

customize service channel settings to define how the org receives work various sources

Create SF cases to have omni channel enabled

create the necessary objects in SF

customize service channel settings to define how the org receives work various sources

From setup select omnichannel and select enable omni channel

what approach should a consultant use to ensure that knowledge search only display articles for a servcie agents product specialization ?

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

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

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

Create a permission set for each record type ;assignpermisisons to service agents

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

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.What solution should a consultant recommend to meet this requirement?

Assign team-based profiles to the associated product data category value

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

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 consultnat recommend to address this problem.

Configure flow Builder /Process Builder

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.Which reporting solution should be recommended?

Create a report using the Case Snapshot report type.

Create a report using the Case Lifecycle report type.

Create a report using the Case Age report type.

Create a report using the Case Historical Trending report type.

Create a report using the Case Snapshot report type.

Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.Mow can a consultant address this concern'

Improve Validation Ru!e messages.

Implement record types and pege layouts.

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.What is the recommendeo report change to meet the requirements7

Filter or Cosed When Created equals true

Filter on Status equals Ctosea Resolved

Filter where Dete/Time Opened equals Created Date

Filter where Closed Date equals Created Date

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.What is the recommended solution to meet the requirements'

Add multiple Dashboard Filters.

Configure e deshboerd refresh schedule.

Ensure View All Data is not assigned to users.

Use a Dynamic Dashboard based on running user.

Add multiple Dashboard Filters.

A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.What is the recommended method for managers to coach agents?

Use Einstein Chat Insight to identify areas to improve.

Use Omni-Channel Supervisor to monitor agents' chat sessions.

Use an Einstein Bots Chat to handle common issues.

Use skills-based routing in Salesforce Messaging.

Use Einstein Chat Insight to identify areas to improve.

DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.How should the administrator configure Salesforce to meet the requirements?

Create a screen-based flow accessible from the Experience site and internaly.

Add a custom Lightning component to the site and the Case Lightning record page.

Post a web to case form on the site and assign the case to the specialist for completion.

Use email to case for the client to submit the relevant information to the specialist.

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.What is the likely reason for the KPI change?

Self-service deflects easy cases, leaving more complex cases for agents.

Customers are spending additional time searching for answers.

Agents do not have access to the same Knowledge articles as customers.

Customers must spend additional time registering for the portal.

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.Which action should a Service Cloud consultant recommend?

Configuration a blocking duplicate rule

Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.What are two reasons the integration is fading?Choose 2 answers

URL formats for articles drffer between Classic and Lightning Knowledge.

Users must have Modify AM permission to delete archived articles.

The Amde Type field is no longer accessible via SOQi or the API.

Only Published articles are available in the API.

URL formats for articles drffer between Classic and Lightning Knowledge.

Users must have Modify AM permission to delete archived articles.

After the migration, an integration process that manages the articles' lifecyde by archiving and

Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Setting.Which consideration should the administrator be aware of when making this change?

Data Categories no longer control access to articles.

Data Category Visibility of All Categories provides Public Read/Write access.

Data Categories no longer control access to articles.

Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.

Data Category Visibility of AM Categories provides Public Read Only access.

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.Which KPI should help explain the disparity?

Track not promoter scores as part of an automated survey after case closure for every cote.

Benchmark the average cases per agent versus the team average across each case channel

Track the average calls per day, average cases per agent, and average cases per case type.

Measure difference in CSAT ol cases with and without articles attached.

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

Service requests are scheduled using Salesforce Field Service.

Service requests are assigned to a quruc where the technician can accept it.

Service requests are scheduled using Salesforce Field Service.

Service requests are asstgred to the technician using Omnt-Channel.

Service requests art assigned by the support reps to trie technician

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.What should a consultant recommend to meet the requirements?

History Utility in the Utility bar.

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

In a Public Read Only sharing model, al users can view cases in a Queue.

in a Private sharing model, only queue members can take ownership or cases in the Queue.

In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

In a Private sharing model, only queue members and direct reports can view cases in a Queue.

In a Public Read Only sharing model, al users can view cases in a Queue.

Cloud Kicks uses the Service Console and work items to route cases to available agents.Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

Actions & Recommendations component

Salesforce Certified Service Cloud Consultant Practice Test 4

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

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Salesforce Certified Service Cloud Consultant Practice Test 4

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Salesforce Certified Service Cloud Consultant Practice Tests

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