Question # 1
| Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem? |
| A. Configure Process Builder | | B. Activate a Validation Rule | | C. Define Case Escalation Rules | | D. Create a Case Macro |
D. Create a Case Macro
Explanation: A case macro is a set of instructions that tells Salesforce how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it.
Verified References: Salesforce Help: Macros
Question # 2
| Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? |
| A. Contact Salesforce to send a report on article efficacy. | | B. Send out a monthly survey to customers requesting feedback. | | C. Install Knowledge Base Dashboards and Reports AppExchange package. | | D. Create a group of super users that will evaluate and manage articles. |
C. Install Knowledge Base Dashboards and Reports AppExchange package.
Explanation: The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps.
Verified References: Knowledge Base Dashboards and Reports
Question # 3
| Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases. Which action should a Service Cloud consultant recommend? |
| A. Enable Case Merge. | | B. Create an auto-launched flow. | | C. Configuration a blocking duplicate rule | | D. Set a validation rule |
A. Enable Case Merge.
<b>Explanation:</b> Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: : Merge Duplicate Cases in Lightning Experience
Question # 4
| Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays. How should a consultant meet this requirement? |
| A. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours or on holidays. | | B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable. | | C. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business hours. |
B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
Explanation: To ensure the Einstein Bot directs cases appropriately based on business hours and holidays, configuring it with an action that checks for business hours and holiday schedules is essential. This setup allows the bot to intelligently manage customer interactions, directing them to live agents during operational hours or to alternative support options, like a case submission form, when live support is not available, thus maintaining a seamless customer experience.
Question # 5
| Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers |
| A. Import the records and create a workflow rule to change the data type. | | B. Standardize all rows to match Salesforce data types. | | C. Import the records and use Duplicate Management. | | D. Deduplicate the data before importing into Salesforce, | | E. Install the Data Quality Analysis Dashboards from the AppExchange. |
B. Standardize all rows to match Salesforce data types.
D. Deduplicate the data before importing into Salesforce,
E. Install the Data Quality Analysis Dashboards from the AppExchange.
Question # 6
| Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production? |
| A. Change Sets | | B. Mass Transfer Records | | C. Data Import Wizard | | D. Data Loader |
A. Change Sets
D. Data Loader
Explanation: Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities.
Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview
Question # 7
| The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant recommend? |
| A. Create a report using the Case Lifecyle report type | | B. Create a report using the Case age report type | | C. Create a report using the Case snapshot report type | | D. Create a report using the Case historical trending report type |
C. Create a report using the Case snapshot report type
Explanation: A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age.
Verified References: Create Case Snapshot Reports
Question # 8
| Universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds. Which 3 best practices should a consultant recommend? |
| A. Import the records and use duplicate management | | B. Deduplicate the data before importing into SF | | C. Install data quality analysis dashboards from the appexchange | | D. Standardize all rows to match salesforce data types | | E. Import records and cretae a a worflow rule to change the data type |
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
Question # 9
| Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements? |
| A. Configure Omni-Channel Skills-Based Routing. | | B. Configure Case Assignment rule and Omni-Channel Supervisor. | | C. Configure Omni-Channel Queve-Based Routing. |
A. Configure Omni-Channel Skills-Based Routing.
Explanation: For Universal Containers to efficiently route cases based on language proficiency and subject matter expertise, Skills-Based Routing in Omni-Channel is the optimal solution. This configuration allows administrators to define specific skills, such as language proficiency or technical knowledge, and assign them to agents. Cases can then be automatically routed to agents who possess the required skills to address the customer's needs, ensuring effective communication and resolution.
Question # 10
| Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information? |
| A. Tailoring the objects to expose specific customer data | | B. Enhancing user profiles for customer services | | C. Optimizing the user interface for improved usability |
A. Tailoring the objects to expose specific customer data
Explanation: Tailoring the objects to expose specific customer data is crucial when setting up Service Cloud to ensure that service agents have access to the right customer information. Customizing objects and fields in Salesforce allows organizations to align the CRM with their unique business processes and customer data requirements. By carefully configuring these objects, businesses can ensure that service agents have all the necessary information at their fingertips to provide personalized and efficient customer support. This customization can include creating custom objects to store unique customer data, customizing standard objects to include relevant fields, and setting up record types and page layouts to present the most pertinent information to agents based on the context of the customer interaction.
Get 174 Salesforce Certified Service cloud consultant (SU24) questions Access in less then $0.12 per day.
Salesforce Service-Cloud-Consultant Dumps - Real Exam Questions
Exam Code: Service-Cloud-Consultant
Exam Name: Salesforce Certified Service cloud consultant (SU24)
- 90 Days Free Updates
- Salesforce Experts Verified Answers
- Printable PDF File Format
- Service-Cloud-Consultant Exam Passing Assurance
Get 100% Real Service-Cloud-Consultant Exam Dumps With Verified Answers As Seen in the Real Exam. Salesforce Certified Service cloud consultant (SU24) Exam Questions are Updated Frequently and Reviewed by Industry TOP Experts for Passing Certified Service Cloud Consultant Exam Quickly and Hassle Free.
Salesforce Service-Cloud-Consultant Dumps
Struggling with Salesforce Certified Service cloud consultant (SU24) prep? Get the edge you need!
Our carefully created Service-Cloud-Consultant dumps give you the confidence to pass the exam. We offer: -
Up-to-date Certified Service Cloud Consultant practice questions: Stay current with the latest exam content.
-
PDF and test engine formats: Choose the study tools that work best for you.
-
Realistic Salesforce Service-Cloud-Consultant practice exam: Simulate the real exam experience and boost your readiness.
Pass your Certified Service Cloud Consultant exam with ease. Try our study materials today!
Ace your Certified Service Cloud Consultant exam with confidence!We provide top-quality Service-Cloud-Consultant exam dumps materials that are:
-
Accurate and up-to-date: Reflect the latest Salesforce exam changes and ensure you are studying the right content.
- Comprehensive: Cover all exam topics so you do not need to rely on multiple sources.
- Convenient formats: Choose between PDF files and online Salesforce Certified Service cloud consultant (SU24) practice test for easy studying on any device.
Do not waste time on unreliable Service-Cloud-Consultant practice test. Choose our proven Certified Service Cloud Consultant study materials and pass with flying colors.
Try Dumps4free Salesforce Certified Service cloud consultant (SU24) 2024 PDFs today!
-
Assurance
Salesforce Certified Service cloud consultant (SU24) practice exam has been updated to reflect the most recent questions from the Salesforce Service-Cloud-Consultant Exam.
-
Demo
Try before you buy! Get a free demo of our Certified Service Cloud Consultant exam dumps and see the quality for yourself. Need help? Chat with our support team.
-
Validity
Our Salesforce Service-Cloud-Consultant PDF contains expert-verified questions and answers, ensuring you're studying the most accurate and relevant material.
-
Success
Achieve Service-Cloud-Consultant success! Our Salesforce Certified Service cloud consultant (SU24) exam questions give you the preparation edge.
If you have any question then contact our customer support at live chat or email us at support@dumps4free.com.
Questions People Ask About Service-Cloud-Consultant Exam
A Salesforce Service Cloud Consultant specializes in implementing and optimizing Salesforce's Service Cloud platform. They are experts in tailoring this cloud-based customer service solution to meet specific business needs, enhancing customer support experiences, and streamlining service operations.
Salesforce Service Cloud Consultant should possess a mix of technical and soft skills. Key abilities include deep knowledge of Salesforce Service Cloud, CRM best practices, and strong problem-solving skills. They should also have excellent communication and customer service skills, alongside the ability to customize and integrate the platform according to specific business requirements.
The salary for a Salesforce Service Cloud Consultant depends on experience, location, and company size. Generally, you can expect to earn anywhere from $70,000 to $150,000+ annually.
The path to becoming a Salesforce Service Cloud Consultant starts with getting your Salesforce Administrator certification. Then, dive deep into Service Cloud features, build experience through projects, and aim to pass the Service Cloud Consultant exam to earn your official credentials.
Salesforce Service Cloud Consultant certification exam poses a fair challenge, requiring a comprehensive understanding of the platform's functionalities and best practices. It tests on real-world scenarios, demanding practical knowledge and application skills. With thorough preparation from Salesforce Service Cloud Consultant dumps and hands-on experience, candidates can successfully navigate its complexities and achieve certification.
Absolutely! A Salesforce Service Cloud Consultant certification proves your expertise, boosts your credibility, and opens doors to better-paying, more exciting opportunities in the in-demand world of Salesforce.
There's a whole world of Salesforce Service Cloud Consultant jobs out there! Start with specialized job boards, LinkedIn, Salesforce's own career site, and reaching out to consulting firms focused on Salesforce technologies.
|
