Free Feb-2025 Service-Cloud-Consultant Certification Sample Questions certification Exam [Q37-Q52]

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Free Feb-2025 Service-Cloud-Consultant Certification Sample Questions certification Exam

Certification Topics of Service-Cloud-Consultant Exam PDF Recently Updated Questions

Q37. Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

Case assignment rules

Omni-Channel

Case team

Omni-Channel is the recommended solution to ensure that service agents handling both interactive chat and case processing are only assigned an appropriate number of issues. Omni-Channel routing intelligently distributes work based on agent availability, capacity, and skillset, ensuring that agents are not overwhelmed with too many concurrent interactions. This system allows for the dynamic balancing of workloads across agents, promoting efficient handling of customer communications and ensuring that service quality is maintained across all channels.

Q38. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

Chat for Web and In-App

Digital Engagement Messaging

Social Customer Service

Einstein Bo

Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5

Q39. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. Whatconfiguration should be recommended to meet this objective?

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign articlemanagers to public groups and specific publication states to each group.

Assign article managers to publication teams and specific publication states to each team.

Q40. Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?

Create a folder for each product line and share them with public groups.

Set the organization-wide default to Private and create sharing rules to share them with roles.

Add a permission set for Read access to the appropriate product line.

By creating a separate folder for quick texts for each product line and sharing these folders with respective public groups associated with each product line’s support reps, Universal Containers can ensure that support reps have access only to the quick texts relevant to their product line. This approach maintains organized access control and supports standardization while catering to the unique needs of each product line.

Q41. The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?

Enable and configure Swarming in Slack.

Create a case team workspace in Slack.

Configure a case notification Slackbot.

Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.

Q42. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

Implement an adapter using the Telephony API.

Move to a cloud -based telephony system.

Implement an adapter built on Open CTI.

Build an adapter using the telephony vendor’s toolkit.

Q43. 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?

Prepare, plan, Test, execute, validate.

Plan, prepare, test, execute, validate.

Plan, prepare, validate, execute, test

Prepare, plan, validate, execute, test

Q44. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Service level agreement

First call resolution

Average handle time

Customer satisfaction survey

Q45. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

Implement Field Service Lightning.

Integrate with an enterprise resource planning system.

Develop and publish a knowledge management system

Configure Visual Flows on Salesforce mobile.

Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview

Q46. 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 is implemented correctly the first time and does not need to change

Reduced first contact resolution

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

Reduced issue resolution time

Q47. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?

Process Builder Scheduled Actions

Time-based Workflow Rules

Scheduled Reports

Milestone Actions

Q48. A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set
of factors should be considered in selecting which articles to migrate?

Last modified date and frequent search terms

Last modified date and number of recent article views

Original creation date and average rating of articles

Original creation date and total number of article views

Q49. Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge 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? Choose
2 answers

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

Q50. A company has these requirements for dealing with Cases:
– Handled efficiently and by the right agents
– Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Route to agents with the most cases closed for that topic.

Route to agents staffing the assigned overflow queues.

Route to agents with the least amount of active assigned work.

Route to agents with the most capacity to take on new work.

Q51. Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

Define case auto-response rules.

Configure case escalation rules.

Use Flow Builder to create a flow with a scheduled path.

Establish case assignment rules.

Explanation
Configuring case escalation rules is an approach that can notify support managers when a new case has been untouched for more than two business days. Case escalation rules are tools that allow administrators to define the conditions and actions for escalating cases to higher-level agents or managers. Case escalation rules can help ensure that cases are handled in a timely and efficient manner. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_create.htm&type=5

Q52. Universal Containers wants customers to have the ability to log cases with structured data and route based on
Urgency and Product Line.
How should a Consultant accomplish this?

Standard Email-to-Case with assignment rules

Lightning Email with web routing prioritization

Omni-Channel with prioritized queues

Standard Web-to-Case with assignment rules

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Salesforce Service-Cloud-Consultant Exam covers a wide range of topics, including managing cases and solutions, setting up and managing service entitlements and contracts, designing and configuring knowledge management, and creating and managing service processes and automation. Service-Cloud-Consultant exam also tests candidates’ knowledge of Salesforce’s best practices and guidelines for delivering high-quality customer service solutions. Passing Service-Cloud-Consultant exam demonstrates that a professional has the knowledge and skills required to design and implement customer service solutions that meet the needs of their organization and its customers.

To be eligible to take the Salesforce Service-Cloud-Consultant exam, candidates must have a good understanding of customer service processes, service cloud features and functionality, and have experience using Salesforce. Candidates must also have a good understanding of Salesforce’s Service Cloud platform, including the use of case management, knowledge management, and the Service Console. Additionally, candidates must be familiar with Salesforce’s best practices for customer service and be able to effectively communicate with customers and colleagues.

2025 New Preparation Guide of Salesforce Service-Cloud-Consultant Exam: https://www.latestcram.com/Service-Cloud-Consultant-exam-cram-questions.html

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Free Feb-2025 Service-Cloud-Consultant Certification Sample Questions certification Exam [Q37-Q52]

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