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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 . Add the Entitlements related list to the Account Page Layout. C . Create a Report of all active Entitlements grouped by Customers. D . Configure Success, Warning, and Violation Actions for Milestones.
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.
Universal Containers’ contact center would like to measure and communicate case escalation rates to management .
Which solution should a consultant recommend to meet this requirement? A . Create a bucket field on a report to calculate the percentage of escalated cases B . Create a case report with a custom summary formula to calculate the percentage of escalated cases C . Create a formula field on the case record to calculate percentage of escalated cases D . Create a daily snapshot report of all cases and calculate percentage of escalated cases
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration? A . Prepare, Plan, Test, Execute, Validate B . Plan, Prepare, Test, Execute, Validate C . Prepare, Plan, Validate, Execute, Test D . Plan, Prepare, Validate, Execute, Test
Universal Containers wants to measure the efficiency of its contact center .
Which three metrics should the contact center manager analyze? Choose 3 answers A . Number of open cases per day B . Number of new customers added C . Number of closed cases on first call D . Average number of days to close cases E . Number of cases escalated
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 . Define Case Auto-Response Rules. B . Establish Case Assignment Rules. C . Create a Process Builder with Scheduled Actions. D . Configure Case Escalation Rules.
Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support .
Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers A . Create reports to analyze call data in order to understand peak times and ensure adequate staffing. B . Create a case escalation rules to route high-priority cases directly to supervisors for resolution. C . Set up analytical snapshots to capture key case information and create historical trending reports. D . Set up a Salesforce Customer Community that will allow customers to create cases online.
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2) A . Allows Chatter Messenger to be used between agents B . Displays records and their related items as tabs on one screen C . Is available for users in the partner portal D . Indicates when records and lists are changed by others