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Service-Cloud-Consultant Practice Questions

Question # 1
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 multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
A. Omni Channel with Queue-Based Routing
B. Omni-Channel with Capacity-Based Routing
C. Omni-Channel with Einstein Case Routing


C. Omni-Channel with Einstein Case Routing

Explanation: To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.

Question # 2
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?
A. Add data category groups.
B. Create synonym groups.
C. Enable Suggested Articles.


C. Enable Suggested Articles.

Explanation: Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations based on case details, helping them find relevant information faster. This feature can decrease case closure times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the overall support experience.

Question # 3
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:

* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.

Which solution meets these requirements?
A. Use Salesforce Flow for notifications and Case Teams to monitor cases,
B. Use Escalation Rules for notifications and Case Teams to monitor cases.
C. Use Salesforce Flow for notifications and Account Teams to monitor cases.


B. Use Escalation Rules for notifications and Case Teams to monitor cases.

Explanation: To meet the requirements of collaboration and alerting the product development team on high-priority cases for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for timely and collaborative resolution.

Question # 4
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?
A. Macros
B. Global Quick Action
C. Quick text


A. Macros

Explanation: To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time required per case and increasing overall operational efficiency, especially with a high volume of cases.

Question # 5
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
A. Use a change set.
B. Re-create them manually.
C. Use Salesforce Workbench.


A. Use a change set.

Explanation: The best practice for deploying permission sets from a sandbox to production is to use a change set. Change sets allow administrators to push configurations, including permission sets, directly from one Salesforce environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the integrity of permissions and access controls in the production environment.

Question # 6
A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.
What should the consultant recommend that the service manager do first?
A. Review Assigned Work.
B. Review Queues Backlog.
C. Review Skills Backlog.


C. Review Skills Backlog.

Explanation: Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning cases to agents with the appropriate language skills.
Addressing issues in the skills assignment process can help reduce resolution times for non-English speaking customers by ensuring cases are directed to the right agents.

Question # 7
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
A. Einstein Bots
B. Messaging In-app and Web (MIAW)
C. Experience Cloud sites


B. Messaging In-app and Web (MIAW)

Explanation: To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.

Question # 8
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.


C. The report must contain a chart.

Explanation: When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis.

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Salesforce Service-Cloud-Consultant Exam Dumps

Exam Name: Salesforce Certified Service cloud consultant (WI25)
Certification Name: Certified Service Cloud Consultant

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