Choose Great Service Cloud Consultant Dumps to Prepare for Salesforce Certified Service Cloud Consultant Exam

1. Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center .

Which two features should a Consultant consider implementing? Choose 2 answers

2. The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend? Choose 2 answers

3. Which solution can be used to improve call deflection?

4. 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

5. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

6. Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement .

Which feature should the Consultant consider?

7. Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

8. The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

9. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

10. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

11. Which two configuration steps are required before quick actions can be used in Macros?

12. What are two benefits of deploying Knowledge in Customer Communities?

13. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

14. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.

Which type of Community license should be used to meet these requirements?

15. Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

16. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

17. Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured to satisfy this requirement?

18. Milestones can be added to which three object types? Choose 3 Answers

19. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores .

What customer-related metric should the customer support management analyze? Choose 2 Answers

20. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

21. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers .

Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

22. 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

23. Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

24. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases .

Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

25. 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?

26. Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record .

What should a consultant recommend as part of the solution?

27. 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

28. Universal Containers purchased Knowledge and would like to implement it as soon as possible .

What approach should a consultant recommend?

29. UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product .

How should a consultant recommend that Knowledge be configured? Choose 3 answers.

30. Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.

How can a consultant migrate the file attachments?

31. Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

32. Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

33. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page .

How can this be achieved?

34. Universal Containers (UC) wants to implement Service Cloud using Agile methodology .

How should the consultant recommend delivering a successful implementation?

35. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter) .

What should a consultant recommend to accomplish this?

36. Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support .

Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

37. Universal Containers' contact center would like to measure and communicate case escalation rates to management .

Which solution should a consultant recommend to meet this requirement?

38. Universal Containers wants to measure the efficiency of its contact center .

Which three metrics should the contact center manager analyze? Choose 3 answers

39. A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

What should a consultant recommend to accomplish this requirement? (Choose 2)

40. A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

41. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search .

Which solution should a consultant recommend to meet this requirement?

42. Which three processes are uses case for Visual Workflow? Choose 3 answers

43. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

44. The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement .

Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

45. Universal Containers will be launching a telesales contact center .

What should be considered in the design? Choose 2 answers.

46. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze? Choose 2 answers

47. Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

48. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case .

How should this requirement be met?

49. Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.

What should a Consultant recommend to address this issue?

50. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

51. UC has discovered that the average time an agent takes to resolve a case has increased.

What should a consultant recommend to help reverse this trend? Choose 2 answers.

52. What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

53. Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well .

Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

54. Which search mechanism should be used to find case comments from within the lightning service console?

55. A client's Support Call Center has seen an increase in call volume on a new product line.

The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

56. Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required .

Which solution should a Consultant suggest to improve the efficiency of console users?

57. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 .

How can UC measure case escalation?

58. Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.

What is the first step an Administrator is required to perform in order to configure Omni Channel?

59. Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.

What solution should a consultant recommend?

60. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solution should the Consultant recommend?

61. Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

62. Universal containers are developing a business continuity plan for their contact center .

What should the company consider? Choose 2 answers

63. Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times .

Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

64. 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?

65. 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?

66. Universal Containers is setting up a field service dispatch contact center .

Which functionality should be considered when designing the contact center? (Choose 2)

67. 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

68. The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

69. Which method can be used to route cases from social channels?

70. 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?

71. 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.

72. 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?

73. Universal Containers (UC) is developing a strategy for supporting customers on social media sites.

UC's requirements include the ability to:

• Monitor Facebook fan page for new posts and comments from customers

• Link new posts and comments to an existing customer record

• Respond to posts from the existing Salesforce Console for Service

• Create and link social personas to contacts

What should a consultant recommend to meet these requirements?

74. Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

75. Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

76. Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

77. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.

Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

78. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer .

What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

79. 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?

80. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality with configuration?

81. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

82. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.

What approach should a consultant recommend to meet these requirements?

83. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem?

84. Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

85. A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.

Which configuration option should be verified?

86. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones .

Which solution should a consultant recommend?

87. Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

What feature should a consultant configure to meet this requirement?

88. Which solution should a consultant recommend?

89. 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

90. 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

91. The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric .

What should a consultant recommend to improve this metric?

92. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

93. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

94. A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent .

Which metric should be recommended? Choose 2 answers

95. Customer Community to provide customers with a self-service option for support .

Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

96. Universal Containers wants to implement a new web presence to support its customers.

It has provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over one million registered customers to securely submit cases and view the status of those cases

• Ability to display white papers to registered customers

• Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

97. Which native Service Cloud solution is used for case satisfaction surveys?

98. Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

99. The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

100. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

Which three statements should be considered? Choose 3 answers