Salesforce Service-Cloud-Consultant Associate Level Exam, Service-Cloud-Consultant Free Practice

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Salesforce Service-Cloud-Consultant Exam is intended for professionals who have experience in implementing Service Cloud solutions, configuring Salesforce applications, and managing customer support. Service-Cloud-Consultant exam tests candidates' knowledge of Service Cloud features, design considerations, and best practices for implementing and managing Service Cloud solutions. Professionals who achieve this certification are recognized as experts in Service Cloud and are in high demand by organizations seeking to deploy Salesforce Service Cloud solutions.

Salesforce Certified Service cloud consultant Sample Questions (Q155-Q160):

NEW QUESTION # 155
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.
B. Configure Success, Warning, and Violation Actions for Milestones.
C. Create a Report of all active Entitlements grouped by Customers.
D. Add the Entitlements related list to the Account Page Layout.

Answer: A,D

NEW QUESTION # 156
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A. They have a Contact Manager Profile
B. They are higher in the Role Hierarchy than a Queue Member
C. If the OWD for sharing cases is Public Read/Write/Transfer
D. They are members of that Queue
E. All of the above

Answer: B,D

NEW QUESTION # 157
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to determine if a customer has escalated a case in the past
B. Ability to enforce service levels with the time-dependent processes
C. Ability to specify unique service levels for each customer
D. Ability to prompt callers for the service contract number within IVR menus

Answer: C,D

NEW QUESTION # 158
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

A. Chatter Answers
B. Data Category Visibility
C. Data Category Groups
D. Article Translation

Answer: C

Explanation:
Explanation
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business.
Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview

NEW QUESTION # 159
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

A. Einstein Article Recommendations
B. Einstein Bots
C. Einstein Reply Recommendations

Answer: A

Explanation:
To address the increase in Case Resolution times, Einstein Article Recommendations can be highly effective.
This feature uses machine learning to suggest relevant knowledge articles to agents, based on the context of the customer cases they are working on. By providing agents with quick access to pertinent information, Einstein Article Recommendations can significantly reduce the time spent searching for solutions, thereby improving case resolution times and enhancing overall service efficiency.

NEW QUESTION # 160
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