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Salesforce Service Cloud Consultant V17.35 #81〜90

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What is a Salesforce Certified Service Cloud Consultant?

A Certified Service Cloud Consultant is an expert who designs and implements sustainable and scalable Service Cloud solutions that meet customer business requirements and contribute to the customer’s long-term success.

Overview of Past Salesforce Service Cloud Consultant Exam Questions.

試験概要
試験種別 Service-Cloud-Consultant
Ver 17.35

81

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

  • An email to case inquiry
  • On-demand email to case
  • While holding for a support agent
  • Web-to-case question

    • 答え

    A

    82

    A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
    What is the recommended method to decrease the time it takes to close cases?

    • Create Synonym Groups.
    • Create Article Translation.
    • Enable Suggested Articles.
    • Add Data Category Groups.

      • 答え

      C

      83

      The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

      • Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.
      • Create a central “Contact Us” page which provides access to all available channels.
      • Enforce that customers must search the knowledgebase before they can see the Contact Us page .
      • Optimize the customer community for mobile devices to have access to the same support as desktops.
      • Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

        • 答え

        B,C,D

        84

        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?

        • Customer Community Plus
        • Customer Community
        • High Volume Customer Portal
        • Lightning External Apps Starter

          • 答え

          B

          85

          Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
          Which approach should a consultant recommend in this scenario?

          • Assign a global team of experienced agents and leaders to create a common design template and report structure.
          • Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
          • Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
          • Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

            • 答え

            A

            86

            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?

            • Web-to-Case
            • Embedded Chat Service
            • Customer Community
            • Case Assignment Rules

              • 答え

              B

              87

              Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

              • Approval Process that assigns an Article to a Reviewer Queue.
              • Knowledge Action to Publish an Article once the Article is approved.
              • Validation Rules for article record types to verify all fields during creation.
              • Data Category to assign an article record type to a Reviewer.

                • 答え

                A,D

                88

                To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
                How should a consultant configure this requirement?

                • Add the Knowledge related list to the Case record page.
                • Add the Knowledge tab to the Service Console.
                • Add Knowledge Data Categories to each Case.
                • Add the Knowledge Component to the Case record page.

                  • 答え

                  D

                  89

                  A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

                  • Knowledge search query with no results.
                  • Knowledge articles with the lowest rating.
                  • Number of knowledge articles in each data category.
                  • Knowledge articles created by call center agents.

                    • 答え

                    A,B

                    90

                    Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
                    What solution should a consultant recommend?

                    • Field Service Lightning
                    • Lightning Console
                    • Salesforce Mobile App
                    • Employee Community

                      • 答え

                      A

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