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Service-Cloud-Consultant Practice Questions

Question # 1
Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?
A. Configure Omni-Channel Skills-Based Routing.
B. Configure Case Assignment rule and Omni-Channel Supervisor.
C. Configure Omni-Channel Queve-Based Routing.


A. Configure Omni-Channel Skills-Based Routing.

Explanation: For Universal Containers to efficiently route cases based on language proficiency and subject matter expertise, Skills-Based Routing in Omni-Channel is the optimal solution. This configuration allows administrators to define specific skills, such as language proficiency or technical knowledge, and assign them to agents. Cases can then be automatically routed to agents who possess the required skills to address the customer's needs, ensuring effective communication and resolution.

Question # 2
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?
A. Einstein Reply Recommendations
B. Einstein Article Recommendations
C. Action & Recommendations component


B. Einstein Article Recommendations

Explanation: To improve agents' ability to find appropriate answers during chat sessions with customers, implementing Einstein Article Recommendations is recommended. This feature uses AI to suggest relevant Knowledge articles to agents based on the context of the chat, enhancing the efficiency of information retrieval and the quality of customer support.

Question # 3
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?
A. Web-to-Case with Einstein Case Classification
B. Web-to-Case with reCAPTCHA enabled
C. On-Demand Email-to-Case Threading


B. Web-to-Case with reCAPTCHA enabled


Question # 4
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


A. Design

Explanation: Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.

Question # 5
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
A. Omni-Channel Analytics
B. Omni-Channel Utility component
C. Omni-Channel Supervisor tab


C. Omni-Channel Supervisor tab

Explanation: The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.

Question # 6
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
A. Set up escalation rules.
B. Set up self-service Knowledge.
C. Set up assignment rules and case queues.


B. Set up self-service Knowledge.

Explanation: To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.

Question # 7
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?


B. It support provoded on a periodic basis and renewed annually?

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

Question # 8
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage. Which reporting solution should a consultant recommend?
A. Custom Report Types with Reports and Dashboards
B. Knowledge Base Reports and Dashboard Package Installation
C. Knowledge Dashboard Pack for CRM Analytics Installation


B. Knowledge Base Reports and Dashboard Package Installation

Explanation: For Universal Containers to report on trends in Knowledge Searching, User Activity, and Data Category Usage, installing the Knowledge Base Reports and Dashboard package is recommended. This package provides pre-built reports and dashboards specifically designed for analyzing Knowledge usage and performance, enabling UC's analytics team to gain insights into Knowledge program effectiveness.

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

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