Salesforce Certified Service Cloud Consultant v1.0

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Exam contains 151 questions
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Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

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


Answer : C

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

  • A. Create a Process Builder with Scheduled Actions.
  • B. Define Case Auto-Response Rules.
  • C. Configure Case Escalation Rules.
  • D. Establish Case Assignment Rules.


Answer : B

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

  • A. Use Salesforce Flow for notifications and case teams to monitor cases.
  • B. Use escalation rules for notifications and case teams to monitor cases.
  • C. Use escalation rules for notifications and account teams to monitor cases.
  • D. Use Salesforce Flow for notifications and account teams to monitor cases.


Answer : A

Which three are characteristics of Flow? (Choose three.)

  • A. Elements can be used to pass data to legacy systems.
  • B. Elements can be used to update fields in the database.
  • C. Apex code must be used to pass data to legacy stems.
  • D. Apex code must be used to update fields in the database.
  • E. Only one version of a flow can be activated at a time.


Answer : ADE

Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend? (Choose two.)

  • A. Simplify the interactive voice response (IVR) tree.
  • B. Use Assignment rules and case queues.
  • C. Set up Email-to-Case.
  • D. Add additional agents to lower average hold time.


Answer : AD

Universal Containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two features should the consultant recommend as part of the deployment? (Choose two.)

  • A. Enable the Moderation feature to automatically create cases from posts.
  • B. Create and assign permission sets to give agents social account access.
  • C. Add two Twitter or Facebook accounts.
  • D. Retrieve Social Studio credentials.


Answer : BC

In which two areas can Open CTI features be made available to users when building a Lighting App using the App Manager? (Choose two.)

  • A. On a record Highlights Panel
  • B. On a utility bar of the Lightning App
  • C. On the Calendar right hand panel
  • D. On a record Activity Feed list


Answer : BD

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? (Choose three.)

  • A. All open Cases by Priority
  • B. All open Cases by Channel
  • C. All Cases by Customer
  • D. Case resolution time
  • E. All Cases closed Month-to-date


Answer : BDE

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? (Choose two.)

  • A. Quality monitoring score
  • B. Schedule adherence
  • C. Number of calls offered
  • D. Agent utilization


Answer : BD

Universal Containers wants to allow customers the 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?

  • A. High Volume Customer Portal
  • B. Lightning External Apps Starter
  • C. Customer Community Plus
  • D. Customer Community


Answer : D

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? (Choose three.)

  • A. Record Types
  • B. Support Processes
  • C. Article Record Types
  • D. Page Layouts
  • E. Omni-Channel


Answer : ABD

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console.
Which configuration option should be verified?

  • A. Verify that users have access to the Chat buttons.
  • B. Verify that users are assigned the Chat feature license.
  • C. Verify that users have access to the Chat public group.
  • D. Verify that users are assigned the Chat user profile.


Answer : B

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 three.)

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


Answer : ACD

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing.
What required step should a consultant address before configuring Omni Channel?

  • A. Customize service channel settings to define how the organization receives work from various sources.
  • B. Create the necessary objects in Salesforce.
  • C. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
  • D. Create a Salesforce Case to have Omni-Channel enabled.


Answer : C

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

  • A. Provide a self-help Customer Community.
  • B. Add more Support phone lines.
  • C. Ask Developers to respond to Support Cases.
  • D. Limit Customers to 5 Cases per day.


Answer : A

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Exam contains 151 questions
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