Service-Cloud-Consultant Dumps
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SERVICE-CLOUD-CONSULTANT Dumps
About Best Salesforce Service-Cloud-Consultant Exam Practice Material
Superior passing rate of Salesforce Certified Service cloud consultant Service-Cloud-Consultant
With IT master group, our all test practice material are finished with high quality. Certkillers's Service-Cloud-Consultant actual tests are designed for IT examinees, including students, certified expert, IT job people and more. It's especially for folks who want and have to pass the Service-Cloud-Consultant test very quickly with short-term study onto it. Just about all of the prospects choose our Salesforce Certified Service cloud consultant analysis products to clear Service-Cloud-Consultant simply for one time. The practice lab tests provide by us comprise many actual issues and answers, after 20-30 hours' study on it, you're sure to pass it. And many people have passed their exams with high 98%-100% passing rate training online.
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Questions & Answers PDF Page 1
Salesforce
SERVICE-CLOUD-CONSULTANT Exam
Salesforce Certified Service cloud consultant (WI20) Exam
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Version: 13.0
Question: 1
Universal Containers (UC) created a new mobile app that enables customers to place orders and
track fulfillment. UCwants to quickly embed customer service into the new mobile app. Which
two features should be added to meet this requirement? Choose 2 answers
A.Salesforce Knowledgebase
B. ChatterGroups
C.Field Service Lightning
D. Service CloudSOS
Question: 2
Answer: C, D
Universal Containers runs a support operation with multiple call centers. The Support Manager
wants to measurefirst-call resolution by call center location, agent, and calendar month.
Whichreporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar month, and
first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month,
and first-call resolution.
C.Createa joined report that includes fields for call center location, agent, calendar month, and firstcall
resolution.
D. Createa matrixreport that includes fields for call center location, agent, calendar month, and firstcall
resolution.
Question: 3
Answer: D
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 inthe order they are received.
Howwoulda Consultant address this requirement?
A.Configure CaseAssignment Rules
B. Configure Omni-Channel withMost Available Routing
C.Configure Live AgentSkills-based Routing
D. Configure Omni-Channel withLeast ActiveRouting
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Question: 4
Answer: B
The Contact Center at Universal Containers wants to increase its profit margins by promoting call
deflection within Service Cloud.
Whichtwo solutions should a Consultant recommend? Choose 2 answers
A.Knowledge Base
B. CustomerCommunity
C.AutomaticCallDistribution
D. Service CloudConsole
Question: 5
Answer: A,B
Support agents need to verify that customers are eligible to receive customer support before they
can update the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2
answers
A.Contacts
B. Products
C.Service contracts
D. Casehistory
Question: 6
Answer: A,C
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge.
Whichset of factors should be considered inselecting whicharticles to migrate?
A.Last modifieddate and frequent search terms
B. Last modifieddate and number of recent article views
C.Original creation date and average rating of articles
D. Original creation date and total number of article views
Question: 7
Milestones can be added to whichthree Object types? Choose 3 answers
Answer: B
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A.Entitlement
B. W o r k Order
C.Service
D. Case
E.Account
Question: 8
Answer: A,B, D
Whatare two design considerations for a Live Agentimplementation? Choose 2 answers
A.ChatVisitor Browser
B. ChatWindow Title
C.ChatCharacter Limit
D. IdleConnection Timeout
Question: 9
Answer: A,D
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.
Whichtwo should the company do to address this situation? Choose 2 answers
A.Measure and reward agents based on the number of new articles submitted for approval.
B. Measure and reward agents based on the number of new articles approved for publication.
C.Createa dashboard that includes articles submitted by agents and approved for publication.
D. Require agents to check a box on the case whensubmitting a new suggested article.
Question: 10
Answer: A,C
UniversalContainers istrying to reduce the amount of timesupport agents spend creating cases. The
new methodfor case creation mustallow for 4000-5000 new cases a day, as well as the attachment
of documents under 25 MB by the customer.
Whichmethodshould the Consultant suggest?
A.Omni-Channel routing
B. Standard Email-to-Case
C.Web-to-Case forms
D. On-Demand Email-to-Case
Answer: B
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