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.
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Salesforce Certified Service cloud consultant (SU24) Exam Dumps
Exam Code: Service-Cloud-Consultant
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