This page was exported from Exam for engine [ http://blog.test4engine.com ] Export date:Mon Nov 18 2:22:42 2024 / +0000 GMT ___________________________________________________ Title: Real Service-Cloud-Consultant Exam Questions are the Best Preparation Material [Q38-Q53] --------------------------------------------------- Real Service-Cloud-Consultant Exam Questions are the Best Preparation Material Practice on 2023 LATEST Service-Cloud-Consultant Exam Updated 152 Questions The Salesforce Service-Cloud-Consultant certification is highly valued in the industry and is recognized as a testament to the candidate's expertise in Salesforce Service Cloud. The certification demonstrates that the candidate has a comprehensive understanding of the Salesforce Service Cloud platform and can design and implement solutions that meet the unique needs of their organization. Candidates who hold the Salesforce Service-Cloud-Consultant certification are equipped with the knowledge and skills necessary to optimize customer service and support processes, increase customer satisfaction, and drive business growth. Passing the exam requires a significant amount of preparation and study, but the certification is well worth the effort for professionals looking to advance their careers in the Salesforce ecosystem. For more info visit: Salesforce Service-Cloud-Consultant Exam Reference   QUESTION 38Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.What solution should the consultant recommend to meet this request?  Create a Customer Experience Cloud site.  Implement Recommended Articles.  Configure Web-to-Case.  Deploy a Partner Central Community. QUESTION 39A contact center manager is looking for ways to overall cost per case.What Salesforce metrics should the contact center manager evaluate? (Choose 2)  Average number of activities per case  Average number of articles attached to a case  Total number of cases by origin  Average customer satisfaction score by case QUESTION 40Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?  Lighining Row Component  Lightning Guided Engagement  Service Console Macros  Path for Cases QUESTION 41A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.Which measure can satisfy this requirement?  Customer Satisfaction  Customer Engagement Score  Net Promoter Score  Service-Level Measure QUESTION 42A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:  Document and share the practices of Agent A with the team via knowledge articles  Lower the target for entire team to that of Agent A  Review case history and activities for Agents B and C  Build a dashboard to display individual performance by agent versus the team goal  Update case assignment rules to route more cases to Agent A QUESTION 43Universal Health Service is setting up Knowledge in its contact center for agents so they can research articleswhile taking calls. The company needs to migrate the existing knowledge base of documents and images intoSalesforce. Which step will be required fort he implementation? Choose 3 answers  Create multiple CSV files, one for each article type  Create HTML files referencing image to be uploaded  Match each new article to an existing article type  Create a single CSV file, including all article types  Load all articles with the Apex data loader tool QUESTION 44Cloud 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?  Knowledge One with Article Recommendations  Experience Cloud with self-support  Omni-Channel with Skills-Based Routing.  Live Agent and Live Message QUESTION 45In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers  Use Visualforce to create a wizard for each process  Organize the fields on the page layout to match each process  Use Visual Workflow to streamline the process  Create a custom object for each step in the process QUESTION 46Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers  Community  Web -to -Case  Live Agent  Chatter Questions QUESTION 47universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?  Create SF cases to have omni channel enabled  create the necessary objects in SF  customize service channel settings to define how the org receives work various sources  From setup select omnichannel and select enable omni channel QUESTION 48A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.What should the Agent recommend to minimize costs?  Assign a single agent to create the activities on all new onboarding cases.  Provide a macro that will automatically create the activities when executed.  Add an object-specific custom quick action to create new activities.  Hire a certified developer to write an apex trigger that creates each new activity. QUESTION 49Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers  Service Console Knowledge Components  Service Console Profile Assignments  Data Categories and Article Actions  Data Categories and Article Types QUESTION 50What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?  Configure Lightning Guided Engagement.  Configure a Live Chat Validation Rule.  Customize the Pre-chat form.  Customize the Lightning Console chat page. QUESTION 51A Service Consultant has been asked to design a solution for Service Reps to communicate with customers viaTwitterWhat should the Consultant recommend implementing in the Lightning Service Console?  The Social Feed  A Twitter Macro  The Case Feed  A Custom Component QUESTION 52The Universal Container’s customer support organization has implemented knowledge, knowledge centeredsupport (KCS) in its call center. However, the call center management thinks that agents are not contributingnew knowledge articles as often as they should. What could the company do to address this situation? (choose2)  Require agents to check a box on case when submitting a new suggested article  Create a dashboard for articles submitted by agents & approved for publication  Measure & reward agents based on the # of new articles submitted for approval  Measure & reward agents based on the # of new articles approved for publication QUESTION 53What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)  First contact resolution rate  Number of total cases handled  Total number of solutions created by agent  Average number of knowledge articles published  Loading … 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.   Authentic Service-Cloud-Consultant Exam Dumps PDF - May-2023 Updated: https://www.test4engine.com/Service-Cloud-Consultant_exam-latest-braindumps.html --------------------------------------------------- Images: https://blog.test4engine.com/wp-content/plugins/watu/loading.gif https://blog.test4engine.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2023-05-14 12:33:45 Post date GMT: 2023-05-14 12:33:45 Post modified date: 2023-05-14 12:33:45 Post modified date GMT: 2023-05-14 12:33:45