SERVICE-CLOUD-CONSULTANT NEW PRACTICE QUESTIONS | SERVICE-CLOUD-CONSULTANT STANDARD ANSWERS

Service-Cloud-Consultant New Practice Questions | Service-Cloud-Consultant Standard Answers

Service-Cloud-Consultant New Practice Questions | Service-Cloud-Consultant Standard Answers

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Salesforce Certified Service cloud consultant Sample Questions (Q48-Q53):

NEW QUESTION # 48
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

  • A. Each article must be associated to a record type.
  • B. Article numbers change during migration.
  • C. Attachments and .html files in Classic Knowledge are moved to the Files object.
  • D. Approval process history migrate to Lightning Knowledge.
  • E. Visualforce pages refer to Classic article types.

Answer: B,C,E

Explanation:
Explanation
Attachments and .html files in Classic Knowledge are moved to the Files object, Visualforce pages refer to Classic article types, and article numbers change during migration are statements that should be considered when migrating an existing knowledge base into Salesforce Lightning Knowledge. These statements reflect some of the changes and challenges that may occur during the migration process. For example:
Attachments and .html files in Classic Knowledge are moved to the Files object because Lightning Knowledge does not support attachments on articles. Files can be related to articles using rich text fields or file fields.
Visualforce pages refer to Classic article types because Lightning Knowledge does not support Visualforce pages on articles. Visualforce pages need to be replaced with Lightning components or other solutions.
Article numbers change during migration because Lightning Knowledge uses a different numbering system than Classic Knowledge. Article numbers are prefixed with KA in Lightning Knowledge instead of KB in Classic Knowledge.
Verified References: Service Cloud Consultant Certification Guide & Tips, Migrate Your Salesforce Classic Knowledge Base to Lightning Knowledge


NEW QUESTION # 49
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

  • A. Social Customer Service
  • B. Open CT1
  • C. Contact Requests
  • D. Embedded Chat Window

Answer: D

Explanation:
Embedded Chat Window is the functionality that a consultant should recommend implementing to resolve the issue of heavy amount of phone calls and customer complaints about the hold time. Embedded Chat Window is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Window can be added to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Window also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Embedded Chat Window can help reduce the volume of phone calls and improve customer satisfaction by providing an alternative and convenient channel for customers to get support for complex product issues. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview


NEW QUESTION # 50
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)

  • A. Cases created by type.
  • B. Average case stage duration.
  • C. Open cases by reason.
  • D. Case volume by channel.

Answer: B


NEW QUESTION # 51
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

  • A. Omni-Channel routing
  • B. Web-to-Case forms
  • C. On-Demand Email-to-Case
  • D. Standard Email-to-Case

Answer: D


NEW QUESTION # 52
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

  • A. Implement Queue-Based Routing
  • B. Implement Einstein Article Recommendations.
  • C. Implement Skills-Based Routing.

Answer: C

Explanation:
Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.


NEW QUESTION # 53
......

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