Practice Service-Cloud-Consultant Exam Online

Question 1

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?

A : Messaging for Web

B : AppExchange package

C : Einstein Bots

Answer: A

Question 2

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A : Tailoring the objects to expose specific customer data

B : Enhancing user profiles for customer services

C : Optimizing the user interface for improved usability

Answer: A

Question 3

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

A : Set up the Case Deflection component to share Knowledge articles.

B : Create a Macro to send an email with Knowledge articles.

C : Create an auto-response rule that links to Knowledge articles.

Answer: B

Question 4

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the

same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

A : Let the dashboard viewers choose

B : The user creating the dashboard

C : The VP of service

D : The dashboard viewer

Answer: D

Question 5

Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?

A : Design

B : Enablement

C : Test

Answer: A

Name:	Salesforce Certified Service cloud consultant (WI24)
Exam Code:	Service-Cloud-Consultant
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Apr 22, 2024

Salesforce Service-Cloud-Consultant