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NEW QUESTION 151
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Web-to-Case
- C. Email-to-Case
- D. On-Demand Email-to-Case
Answer: D
NEW QUESTION 152
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Number of IVR inquiries without agent involvement
Answer: B,C
NEW QUESTION 153
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?
- A. Define Case Auto-Response Rules.
- B. Establish Case Assignment Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Configure Case Escalation Rules.
Answer: A
NEW QUESTION 154
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?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case historical trending report type.
- C. Create a report using the case age report type.
- D. Create a report using the case snapshot report type.
Answer: A
NEW QUESTION 155
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Utility Bar
- B. Open multiple case records as tabs and sub tabs
- C. Access to Knowledge Articles
- D. Unique page layouts for each Case Record Type
Answer: C,D
NEW QUESTION 156
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Data Category to assign an Article Type to a Reviewer
- B. Approval Process that assigns an Article to a Reviewer Queue
- C. Validation Rules for Article Types to verify all fields during creation
- D. Knowledge Action to Publish an Article once the Article is approved
Answer: A,C
NEW QUESTION 157
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Create an Entitlement Process.
- B. Configure Service Contracts.
- C. Enable Work Orders.
- D. Set up Milestones.
Answer: A,D
NEW QUESTION 158
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
- A. Number of knowledge articles in each data category.
- B. Knowledge articles with the lowest rating.
- C. Knowledge articles created by call center agents.
- D. Knowledge search query with no results.
Answer: B,D
NEW QUESTION 159
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Enable templates for written responses.
- B. Employ surveys to confirm customer satisfaction.
- C. Increase the number of agents.
- D. Improve the agent interface.
Answer: A,B
NEW QUESTION 160
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based roles to restrict access using data categories
- B. Create geography-based profiles to restrict access using data categories
- C. Create geography-based roles to restrict access by mapping article types
- D. Create geography-based profiles to restrict access by mapping article types
Answer: A
NEW QUESTION 161
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles with HTML, images, and links.
- B. Display articles in a public knowledge base.
- C. Publish articles to the Web using Salesforce Publisher.
- D. Display articles in Salesforce Answers.
Answer: A,B
NEW QUESTION 162
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Identify active Customers and send them registration instructions via email.
- B. Send email notifications to all Customers to join the Community.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Have agents manually create Users when Community access is requested by Customers.
Answer: A,C
NEW QUESTION 163
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. An email is automatically sent to the case owner
- C. A Workflow rules is activated
- D. An Assignment Rule is Activated
Answer: B
NEW QUESTION 164
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Partner portal
- B. Service Cloud portal (Customer Community)
- C. Sites
- D. Enterprise admin
Answer: C
NEW QUESTION 165
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Configure content library permissions
- B. Enable article deliveries
- C. Publish articles to external channels
- D. Enable public solutions.
- E. Assign article types to the communities
Answer: C,D,E
NEW QUESTION 166
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?
- A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- B. Create an FAQ article type and configure the enable suggested articles option in support settings.
- C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: A
NEW QUESTION 167
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable and use Chatter feed tracking on the case object.
- B. Create case teams and introduce swarming to resolve cases.
- C. Create escalation rules to re-assign cases after SLAs have expired.
- D. Enable the Service Cloud Console and Knowledge sidebar for agents.
Answer: A,B
NEW QUESTION 168
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
- A. Number of Knowledge articles created each month.
- B. Number of cases closed by self-service users.
- C. Number of cases created using Communities by month.
- D. Average call handle time by team.
Answer: B,C
NEW QUESTION 169
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Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
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