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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.

 

NEW QUESTION # 14
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

• A. Create a workflow rule to update the article status to Published on the article start date.
• B. Send an email reminder to update the article status to Published on the start date.
• C. Set the article publish date to automatically display the article on the start datE.
• D. Create a task related to the article with a reminder set for the article start date.

Answer: C

NEW QUESTION # 15
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

• A. Service Cloud portal (Customer Community)
• B. Enterprise admin
• C. Partner portal
• D. Sites

Answer: D

NEW QUESTION # 16
What is a benefit of a customer community? Choose 2 answers.

• A. Reduces incoming call volume
• B. Eliminates the need for support agents
• C. Enables customers to log inquires without contacting an agent
• D. Eliminates the need to track service level agreements

Answer: A,C

NEW QUESTION # 17
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

• A. Secondary Routing Priority
• B. Skills-Based Routing
• C. Capacity Model

Answer: A

Explanation:
To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.

NEW QUESTION # 18
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. The user creating the dashboard
• B. The dashboard viewer
• C. Let the dashboard viewers choose
• D. The VP of service

Answer: B

NEW QUESTION # 19
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

• A. Do multiple versions of the entitlements need to be created and maintained?
• B. It support provoded on a periodic basis and renewed annually?
• C. Do Service Agents need to determine whether a customer is eligible for support?
• D. Will customers access selft service resources through Experince Cloud?

Answer: B

Explanation:
Explanation
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified References: : Service Contracts and Entitlements

NEW QUESTION # 20
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?

• A. Enable social profile and add assignment rules to the case object
• B. Use the routing queues provided with Salesforce for Twitter and Facebook
• C. Use Twitter-to-Case and add workflow rules to the case object
• D. Enable social profile and add workflow rules to the contact object

Answer: A

NEW QUESTION # 21
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?

• A. High Volume Customer Portal
• B. Lightning External Apps Starter
• C. Customer Community Plus
• D. Customer Community

Answer: C

NEW QUESTION # 22
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

• A. Dashboad folder sharing
• B. Case Object permissions set to create and read
• C. Org wide default for cases set to private
• D. Dynamic dashboards

Answer: A,D

Explanation:
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5

NEW QUESTION # 23
What method can NOT be leveraged to capture Cases in addition to via the Case tab?

• A. Customer Portal
• B. Email to Case
• C. Chatter feeds
• D. Self Service Portal

Answer: C

NEW QUESTION # 24
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

• A. Omni-Channel with Skills-Based Routing.
• B. Live Agent and Live Message
• C. Knowledge One with Article Recommendations
• D. Experience Cloud with self-support

Answer: A

NEW QUESTION # 25
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?

• A. Service Contracts
• B. Reports and Dashboards
• C. Entitlements and Milestones

Answer: C

Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.

NEW QUESTION # 26
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

• A. On a new tab in the agent's browser
• B. On the left sidebar of Salesforce Classic
• C. On the Highlights Panel of a Primary tab
• D. On the footer of the Lightning Console

Answer: B,D

NEW QUESTION # 27
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?

• A. Standard Web-to-Case with assignment rules
• B. Lightning Email with web routing prioritization
• C. Omni-Channel with prioritized queues
• D. Standard Email-to-Case with assignment rules

Answer: A

Explanation:
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5

NEW QUESTION # 28
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

• A. Read Only
• B. Visible in Portal
• C. Private
• D. Read/Write

Answer: D

Explanation:
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5

NEW QUESTION # 29
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?

• A. Embedded Chat Service
• B. Customer Community
• C. Web-to-Case
• D. Case Assignment Rules

Answer: A

Explanation:
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview

NEW QUESTION # 30
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A. Use a workflow rule to send an email to the product manager
• B. Use Chatter case feed and case teams to monitor cases
• C. Use an escalation rule to move cases into the product manager queue
• D. Use anassignment rule to assign new cases to the product manager

Answer: A

NEW QUESTION # 31
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

• A. Experience Cloud Create Case Form
• B. Contact Request Flow
• C. On-Demand Email-to-Case
• D. Web-to-Case

Answer: C

NEW QUESTION # 32
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

• A. Enable agents to transfer calls to other agents
• B. Prioritize customer calls based on their SLA
• C. Cross-train agents on both product lines
• D. Implement a customer self-service portal

Answer: C,D

NEW QUESTION # 33
Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)

• A. Make contact center representatives accessible 24/7 to distribute the call volume.
• B. Redirect users from the company site to social media forums about the products.
• C. Hire contact center representatives that specialize in each of the product categories.
• D. Make knowledge base articles and community answers accessible on its website.

Answer: D

NEW QUESTION # 34
Universal Containers' 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 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

• A. Heroku Connect
• B. Email-to-Case
• C. On-Demand Email-to-Case

Answer: C

Explanation:
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.

NEW QUESTION # 35
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Getting certified as a Salesforce Service Cloud consultant can help professionals stand out in the job market and increase their career opportunities. Salesforce Certified Service cloud consultant certification demonstrates that the individual has the knowledge and skills required to implement and configure a Salesforce Service Cloud solution successfully. It can also help professionals command a higher salary and provide more value to their organization. Overall, the Salesforce Service-Cloud-Consultant certification is an excellent investment for individuals looking to advance their career in the field of Salesforce Service Cloud.

Salesforce Service-Cloud-Consultant Certification Exam is designed for professionals who aim to specialize in the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification validates the candidate's expertise in designing and implementing Service Cloud solutions that meet business requirements. Salesforce Service-Cloud-Consultant certification demonstrates that the individual is skilled in using the Service Cloud to improve customer service and support, and also in managing customer data, case management, and analytics.

 

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