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Home Salesforce Certified Service Cloud Consultant

Salesforce Certified Service Cloud Consultant Exam Practice Questions (P. 3)

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Question #21
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
  1. A
    Social Customer Service for Twitter and Facebook.
  2. B
    Social Media Marketing message tagging.
  3. C
    Social Persona for Twitter and Facebook.
  4. D
    Einstein Bot social queues.

Correct Answer: A ?️

Question #22
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
  1. A
    Next Best Actions
  2. B
    Push Notifications
  3. C
    Omni-channel Supervisor
  4. D
    Case Feed

Correct Answer:
C

Question #23
Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.
Which solution should a consultant suggest to improve the efficiency of console users?
  1. A
    Create multiple Console layouts
  2. B
    Enable Keyboard shortcuts
  3. C
    Define criteria-based record page components
  4. D
    Configure Macros

Correct Answer: C ?️

Question #24
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
  1. A
    Create a dashboard to track and manage call volumes by type.
  2. B
    Configure Omni-channel to assign cases directly to Tier 2.
  3. C
    Create Knowledge Articles and publish internally and publicly.
  4. D
    Configure IVR routing to bypass Tier 1 for the product line.

Correct Answer:
C

Question #25
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 three.)
  1. A
    Deduplicate the data before importing into Salesforce.
  2. B
    Import the records and use Duplicate Management.
  3. C
    Install the Data Quality Analysis Dashboards from the AppExchange.
  4. D
    Standardize all rows to match Salesforce data types.
  5. E
    Import the records and create a workflow rule to change the data type.

Correct Answer:
ABD

Question #26
The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management? (Choose two.)
  1. A
    Number of Knowledge articles created each month.
  2. B
    Number of cases closed by self-service users.
  3. C
    Number of cases created using the Experience Cloud site by month.
  4. D
    Average call handle time by team.

Correct Answer: AB ?️

Question #27
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? (Choose two.)
  1. A
    Knowledge Base
  2. B
    Automatic Call Distribution
  3. C
    Service Cloud Console
  4. D
    Experience Cloud site

Correct Answer:
AD

Question #28
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? (Choose two.)
  1. A
    Enable Work Orders.
  2. B
    Create an Entitlement Process.
  3. C
    Configure Service Contracts.
  4. D
    Set up Milestones.

Correct Answer:
BD

Question #29
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
  1. A
    Create a report using the Case Age report type.
  2. B
    Create a report using the Case Historical Trending report type.
  3. C
    Create a report using the Case Snapshot report type.
  4. D
    Create a report using the Case Lifecycle report type.

Correct Answer:
D

Question #30
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
  1. A
    Create an auto-response rule to send the article to the customer.
  2. B
    Create a Lightning email template to send the article to the customer.
  3. C
    Create a macro to send an email with the article to the customer.
  4. D
    Create a workflow email alert to send the article to the customer.

Correct Answer: C ?️

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