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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
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NEW QUESTION 88
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. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
NEW QUESTION 89
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- C. Use case auto-response rules to send an email to support managers within one hour of case creation.
- D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Answer: D
NEW QUESTION 90
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on
the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Create a custom object for each step in the process
- B. Use Visualforce to create a wizard for each process
- C. Use Visual Workflow to streamline the process
- D. Organize the fields on the page layout to match each process
Answer: C,D
NEW QUESTION 91
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Developing a knowledge base on the experience of an individual
- B. Creating content as a result of solving issues
- C. Evolving content-based product lifecycles
- D. Rewarding learning, collaboration, sharing and improving.
Answer: B,D
NEW QUESTION 92
What are two benefits of deploying Knowledge in Customer Communities?
- A. Reduces incoming call volume
- B. Uncovers gap in the knowledge base
- C. Replaces the need for an email channel
- D. Eliminates tracking of customer entitlements
Answer: A,C
NEW QUESTION 93
A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?
- A. Mass Email
- B. Public Groups
- C. Escalation Rules
- D. Chatter Groups
Answer: D
NEW QUESTION 94
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?
- A. A mashup integration on the Account page to a third-party mapping service
- B. An outbound message to a middleware platform to provide map details
- C. A Web Service call-out that retrieves map details from the backend system
- D. A custom tab of type URL that displays a map image of customer location
Answer: A
NEW QUESTION 95
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 profiles to restrict access by mapping article types
- C. Create geography-based roles to restrict access using data categories
- D. Create geography-based roles to restrict access by mapping article types
Answer: C
NEW QUESTION 96
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which measure can satisfy this requirement?
- A. Net Promoter Score
- B. Customer Engagement Score
- C. Customer Satisfaction
- D. Service-Level Measure
Answer: A
NEW QUESTION 97
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Standard for managing customer support and delivery
- C. Share knowledge with the business partners
- D. Method for social media management
Answer: A,C
NEW QUESTION 98
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Workflow-driven outbound messaging
- B. Schedule batch Apex processing job
- C. Visualforce page APEX SOAP async callout
- D. RESTful services with GET, POST, or PUT
Answer: A
NEW QUESTION 99
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Kanban
- B. Force.com IDE
- C. Agile
- D. Waterfall
Answer: C
NEW QUESTION 100
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: A
NEW QUESTION 101
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Number of articles attached to a case
- D. Numberof cases escalated by agent
Answer: A,C
NEW QUESTION 102
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Enforce a consistent standard of service for customer interaction
- B. Teach new agents how to handle difficult situations
- C. Lower the average speed of answer (ASA)
- D. Capture inappropriate word usage and generate reports
Answer: A,D
NEW QUESTION 103
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Salesforce Service-Cloud-Consultant Exam Reference
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.
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