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 multiple channels. CK wants to ensure a consistent customer experience.Which solution should the consultant recommend to meet the requirements?

Omni-Channel with Capacity-Based Routing

Omni-Channel with Queue-Based Routing

Omni-Channel with Einstein Case Routing

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.Which feature should the consultant recommend to meet the requirement?

Use Slack for Service for Case Swarming.

Send Email Quick Action to loop in the stakeholders,

Use Slack for Service for Case Swarming.

Use child Cases to interact with the partner.

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.Which set of factors should be considered when selecting the articles to migrate?

Last modified date and total number of article views in the last year

Last modified date and terms searched frequently in the last year

Last modified date and total number of article views in the last year

Original creation date and total number of article views in the last year

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.Which solution should a consultant recommend?

Add the Knowledge component on the case Lightning record page.

Add the Knowledge related list to the case page layout.

Add the Knowledge object to global search objects.

Add the Knowledge component on the case Lightning record page.

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.Which Omni-Channel feature meets the requirements?

Use the Most Available routing model.

Use the agents' Presence Status,

Use the Most Available routing model.

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

Knowledge articles suggested by Einstein

Upcoming Milestones for the Case's Entitlement

Internal Chatter posts about the Case

Knowledge articles suggested by Einstein

How should a consultant configure a report that shows the average number of days that Cases stay open?

Use the standard Case Age field on the report.

Create a report snapshot of the number of open Cases each day.

Use the standard Case Age field on the report.

Create a formula field on Case to calculate the average age.

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.In which order would a consultant work through a high-level discussion and planning session with CK?

Gather organizational vision, map processes, plan metrics, and plan for user feedback.

Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Gather organizational vision, map processes, plan for user feedback, and define metrics.

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.What is the recommended method to meet the requirements?

Create a Quick Action to map case fields to a new article.

Use a trigger to automatically create a new article.

Develop a globally-shared macro to create a new article.

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.Which solution should a consultant recommend to meet these requirements?

Define entitlements and milestones.

Enable and configure Omni-Channel routing.

Implement Lightning flow with time-based actions.

Define entitlements and milestones.

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.Which strategy should a consultant recommend?

Set up assignment rules and case queues.

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

Experience Cloud with payment processing

Service Cloud Voice with Tele-pay

Einstein Bots with check processing

Experience Cloud with payment processing

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.What is a cost-effective method for agents to create these activities?

Leverage Einstein Case Wrap-Up.

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs, CK also wants interactive recommendations for every department during this process, Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

Implement Flow Orchestration with Work Guides,

Implement a third-party app from AppExchange.

Implement Guidance for Success and Knowledge articles.

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

Actions & Recommendations component

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelatedKnowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose2 answers

Set up an intuitive Data Category hierarchy

Enable and configure wildcards for article searches

Restrict the Manage Articles user permission

Set up an intuitive Data Category hierarchy

Enable and configure wildcards for article searches

Require that an article be added when closing a case

universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existingSalesforce date,number and text fileds.Which 3 best practices should a consultant recommend?

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.Which two strategies should a consultant recommend?

Org wide default for cases set to private

Case Object permissions set to create and read

vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

Create a macro to send an email with the article to customer

create an auto response rule to send the article to teh customer

create a workflow email alert to send the artilce to the customer

create a lightning email template to sned artilce to customer

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar related list on the case page layout.

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

Measure cases with and without articles attached with high CSAT scores.

Measure cases with and without articles attached with high net promoter scores (NPS).

Measure cases with and without articles attached with high CSAT scores.

Measure cases with and without articles attached based on case status.

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.What is the first step the consultant should take to address the issue?

Document the gap in requirements and discuss the schedule and budget impact with the project team.

Prepare a change order to account for the additional requirements and communicate the new project schedule,

Incorporate the additional requirements to the project scope and continue with the original project schedule.

Document the gap in requirements and discuss the schedule and budget impact with the project team.

An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with\lobal data protection and privacy regulations.Vhich solution should the consultant recommend to meet the requirement?

Search and remove all customer information, including records and in unindexed free-text fields, and refresh sandboxes to ensure no data retention.

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable.

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Search and remove all customer information, including records and in unindexed free-text fields, and refresh sandboxes to ensure no data retention.

Which advantage does Salesforce provide with the OpenCTI framework?

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Developers can integrate with any telephony platform available with minimal need for customization.

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.What is the recommended option to prevent the creation of spam cases?

Web-to-Case with reCAPTCHA enabled

Web-to-Case with Einstein Case Classification

Web-to-Case with reCAPTCHA enabled

On-Demand Email-to-Case Threading

Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.Which solution should a consultant recommend to meet the requirements?

Configure Omni-Channel Skills-Based Routing.

Configure Case Assignment rule and Omni-Channel Supervisor.

Configure Omni-Channel Queve-Based Routing.

Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization-wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.Which strategy should a consultant recommend?

Create a dashboard using Reporting Snapshots.

Create a dashboard for each support manager.

Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?

Create an HTML file for each rich text area field.

Modify the import parameters to specify HTML encoding.

Change the HTML format first to support subfields.

Create an HTML file for each rich text area field.

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.What should a consultant configure to send the article to the customer?

Create a Macro to send an email with Knowledge articles.

Set up the Case Deflection component to share Knowledge articles.

Create a Macro to send an email with Knowledge articles.

Create an auto-response rule that links to Knowledge articles.

Salesforce Certified Service Cloud Consultant Practice Test 6

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.

When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

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Salesforce Certified Service Cloud Consultant Practice Test 6

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Salesforce Certified Service Cloud Consultant Practice Tests

Practice Tests