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Service-Cloud-Consultant Practice Questions

Question # 1
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
A. Set up self-service Knowledge.
B. Set up assignment rules and case queues.
C. Set up escalation rules.


A. Set up self-service Knowledge.

Explanation: To address a high call abandonment rate using Service Cloud Voice, setting up a self- service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.

Question # 2
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
A. Global Shared Macro
B. Omni-Channel Utility widget
C. Actions & Recommendations component
D. Personalised navigation menu


B. Omni-Channel Utility widget

Explanation: The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes.
Verified References: : Omni-Channel Utility Widget

Question # 3
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission. How should the administrator configure Salesforce to meet the requirements?
A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.


A. Create a screen-based flow accessible from the Experience site and internaly.


Question # 4
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?
A. omni Channel
B. Contact Request
C. Field Service
D. Mobile Connect


C. Field Service

Explanation:
Field Service is a Salesforce product that enables companies to manage work orders, service appointments, service resources, and service territories. It also provides features such as scheduling optimization, mobile access, and offline support. Field Service is the recommended functionality for scheduling repair service when an agent is unable to solve the customer’s problem via the call center.
Verified References: Service Cloud Consultant Certification Guide & Tips, Field Service Overview

Question # 5
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component


C. Path for Cases

Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Path for Cases can help a Tier 2 service representative take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them the current status and values of the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Path for Cases

Question # 6
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?
A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as Most Available.
C. Configure Case Assignment Rules to use Users.
D. Configure Omni-Channel Routing Model as Least Active.


A. Configure Case Assignment Rules to use Queues.

Explanation:
Case assignment rules are used to automatically assign cases to users or queues based on certain criteria, such as case origin, type, priority, or product. Queues are collections of records that can be accessed by multiple users who share the same job function or skill. By configuring case assignment rules to use queues, the Support Manager can ensure that cases are distributed evenly across the team and that agents can work on the cases that match their expertise or availability.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Case Assignment Rules, Set Up Queues.

Question # 7
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live. Which approach should the consultant use for date migration?
A. Prepare, plan, Test, execute, validate.
B. Plan, prepare, test, execute, validate.
C. Plan, prepare, validate, execute, test
D. Prepare, plan, validate, execute, test


B. Plan, prepare, test, execute, validate.

Explanation:
Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results.

Question # 8
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. What is the recommended case deflection solution?
A. Chat for Web and In-App
B. Digital Engagement Messaging
C. Social Customer Service
D. Einstein Bo


D. Einstein Bo


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Salesforce Service-Cloud-Consultant Exam Dumps

Exam Name: Salesforce Certified Service cloud consultant (SU24)
Certification Name: Certified Service Cloud Consultant

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