TEST SERVICE-CLOUD-CONSULTANT QUIZ - SERVICE-CLOUD-CONSULTANT TEST ONLINE

Test Service-Cloud-Consultant Quiz - Service-Cloud-Consultant Test Online

Test Service-Cloud-Consultant Quiz - Service-Cloud-Consultant Test Online

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Salesforce Service-Cloud-Consultant exam is a challenging test that requires a deep understanding of the Service Cloud platform. It covers topics such as case management, automation, channel management, and service cloud analytics. Service-Cloud-Consultant Exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete it. To pass the exam, candidates must score at least 68%.

Salesforce Certified Service cloud consultant Sample Questions (Q11-Q16):

NEW QUESTION # 11
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

  • A. Quick Action
  • B. Apex Trigger
  • C. Dynamic Form
  • D. Scheduled flow

Answer: A

Explanation:
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack


NEW QUESTION # 12
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?

  • A. Create a validation rule for case survey email templates
  • B. Utilize an AppExchange package to handle customer surveys
  • C. Modify the user interface settings for the case survey sidebar
  • D. Enable the case survey object for the customer portal

Answer: B


NEW QUESTION # 13
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

  • A. Quick Text
  • B. Lightning Guided Engagement
  • C. Macros
  • D. Visual Workflow

Answer: A,C


NEW QUESTION # 14
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

  • A. Hire a certified developer to write an apex trigger that creates each new activity.
  • B. Add an object-specific custom quick action to create new activities.
  • C. Assign a single agent to create the activities on all new onboarding cases.
  • D. Provide a macro that will automatically create the activities when executed.

Answer: D


NEW QUESTION # 15
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?

  • A. Interactive Voice Response
  • B. Automatic Call Distribution
  • C. Order Management System
  • D. Computer Telephony Integration

Answer: A


NEW QUESTION # 16
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