RELIABLE SERVICE-CLOUD-CONSULTANT TEST SYLLABUS - SERVICE-CLOUD-CONSULTANT TEST SIMULATOR FREE

Reliable Service-Cloud-Consultant Test Syllabus - Service-Cloud-Consultant Test Simulator Free

Reliable Service-Cloud-Consultant Test Syllabus - Service-Cloud-Consultant Test Simulator Free

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Salesforce Certified Service cloud consultant Sample Questions (Q98-Q103):

NEW QUESTION # 98
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

  • A. Change set
  • B. Publish a Managed package
  • C. Manuallyre create the Permission sets
  • D. Create an Unmanaged package

Answer: A


NEW QUESTION # 99
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.

  • A. Configure entitlements and milestones to enforce SLAs
  • B. Hire more agents for the contact centers
  • C. Track social sentiment across social media outlets
  • D. Improve the training provided to existing agents

Answer: B,D


NEW QUESTION # 100
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?

  • A. Messaging for Web
  • B. Einstein Bots
  • C. AppExchange package

Answer: A

Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.


NEW QUESTION # 101
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?

  • A. Gather organizational vision, map processes, plan for user feedback, and define metrics.
  • B. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
  • C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Answer: B

Explanation:
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback.
This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.


NEW QUESTION # 102
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

  • A. Report on the articles attached in cases.
  • B. Report on agent feedback on articles
  • C. Report on agent ratings on articles
  • D. Report on articles followed in Chatter.

Answer: A,C


NEW QUESTION # 103
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