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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
NEW QUESTION 218
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Schedule adherence
- B. Number of calls offered
- C. Agent utilization
- D. Quality monitoring score
Answer: A,C
NEW QUESTION 219
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?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based roles to the associated product article types
Answer: C
NEW QUESTION 220
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Live Agent
- B. Chatter Questions
- C. Web -to -Case
- D. Community
Answer: B,D
NEW QUESTION 221
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Hire additional support agents
- B. Reduce the cost per call
- C. Train support agents
- D. Align agent performance goals with KPIs
Answer: C,D
NEW QUESTION 222
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators
(KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help
executive management understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION 223
The Universal Containers' customer support organization has implemented Knowledge Centered Support
(KCS) in its call center. However, the call center management thinks that agents are not contributing new
knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles approved for publication.
- B. Measure and reward agents based on the number of new articles submitted for approval.
- C. Require agents to check a box on the case when submitting a new suggested article.
- D. Create a dashboard that includes articles submitted by agents and approved for publication.
Answer: B,D
NEW QUESTION 224
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a workflow email alert to send the article to the customer.
- B. Create an auto-response rule to send the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: C
NEW QUESTION 225
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. Unique page layouts for each Case Record Type
- C. Access to Knowledge Articles
- D. Open multiple case records as tabs and sub tabs
Answer: B,C
NEW QUESTION 226
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When an email notification is triggered via workflow this user is listed in the case history
- B. When a case is created via Web-To-Case this user is listed in the case history
- C. When a case is created via Email-To-Case this user is assigned as the case owner
- D. When a case is automatically assigned using assignment rules this user is listed in the case history
- E. When a case is escalated this user is listed in the case history
Answer: B,D,E
NEW QUESTION 227
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance
- A. Cloud-to-Cloud Integration Toolkit
- B. Bulk Data Transfer API
- C. Data Integration via SOAP API
- D. Java Language Specific Toolkit
Answer: B
NEW QUESTION 228
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Import the records and use Duplicate Management.
- B. Import the records and create a workflow rule to change the data type.
- C. Deduplicate the data before importing into Salesforce,
- D. Install the Data Quality Analysis Dashboards from the AppExchange.
- E. Standardize all rows to match Salesforce data types.
Answer: A,C,E
NEW QUESTION 229
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Visual Remote Assistant
- B. Workforce Engagement Self Scheduling
- C. Field Service Scheduler
- D. Omni-Channel Routing
Answer: C
NEW QUESTION 230
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Use Web Services API to integrate the external database with Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Use Bulk API to load the product bug data into Salesforce
- D. Create a custom product bug object and import data into Salesforce
Answer: A,B
NEW QUESTION 231
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Create a custom web service to handle invoice inserts and updates from the billing system
- B. Import payment data into Salesforce and add to the contact page layout related list
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
Answer: D
NEW QUESTION 232
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component on the case detail page.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Activate Knowledge One within the Salesforce Console for Service.
- D. Activate Knowledge One on the case detail page.
Answer: C
NEW QUESTION 233
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use an Apex trigger
- C. Use a case assignment rule
- D. Use a workflow rule with an action
Answer: D
NEW QUESTION 234
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 profiles to restrict access using data categories
- B. Create geography-based roles 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: B
NEW QUESTION 235
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define a Custom Field to identify the Subject.
- B. Define Topics for each Knowledge article.
- C. Define Data Categories with Custom Visibility.
- D. Define Article Types with Public Sharing Settings.
Answer: B
NEW QUESTION 236
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Coach users on minimizing open console tabs.
- C. Add additional components to the Lightning console.
- D. Ensure each laptop has a modern browser installed.
Answer: B,D
NEW QUESTION 237
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Customer Community
- B. Salesforce Knowledge
- C. SOS Video Chat
- D. Field Service Lightning
Answer: C
NEW QUESTION 238
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