Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. Add an object-specific custom quick action to create new activities. Assign record type based on case type. Use Process Builder for notifications and case teams to monitor cases. What tool should a consultant recommend to implement this requirement? QuizDumps provides [Authentic , Updated and Real] Service-Cloud-Consultant Braindumps that are prepared and verified by IT experts. Practice Service Cloud Consultant exam free dumps questions below. 47. You can easily download the Service-Cloud-Consultant Questions Answers PDF file for the preparation of Salesforce Certified Service Cloud Consultant Exam and it is especially designed for Salesforce Service-Cloud-Consultant exam and QuizDumps prepared a list of questions that would be asked in the real Service-Cloud-Consultant exam. Which three configurations must be made? Which feature should the Consultant consider? DumpCollection is a good website that provides you with high quality and great value IT certification exam materials. Which three actions should a Consultant recommend to meet these requirements? Grant managers the Manage Salesforce Knowledge permission. Once confirmed we will refund you two days except of official holidays. What should a consultant recommend to improve this metric? High priority cases opened by account month to date. For product related cases, the agents want to view product information alongside case information. Choose 3 answers. If you want to get high marks then start your preparation now with Service-Cloud-Consultant prep study material. Report on the articles followed in Chatter, Decision-based troubleshooting for agents, Assignment of email to a case queue based on subject, Caller verification and creation of a new case, Follow the SMEs to receive automatic updates when they add case comments, Bookmark all the comments related to the issue from SMEs, Use hashtag (#) to track the customer case and SMEs comments, @mention the SMEs on the case Chatter feed and follow the case, Use Process Builder with Scheduled Actions, An outbound message to a middleware platform to provide map details, A mashup integration on the Account page to a third-party mapping service, A Web Service call-out that retrieves map details from the backend system, A custom tab of type URL that displays a map image of customer location. This requirement includes comments, emails, and edit to case fields. Search Exams. Salesforce Service Cloud Consultant exam is much hot among those IT candidates. 100% Money Back Guarantee. Build a customer visual force page with the list view and assign it to the console sidebar. 27. Which three features should a Consultant recommend? 7. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface, It is a server-based software program that controls the appearence and behavior of a Salesforce Soft Phone, It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files, Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange, It does NOT require a software install for each call center user on a Windows-based P. Configure Assignment Rules based on Case Priority. Choose 2 answers. Universal Containers has an active presence on Twitter and Facebook. Identify those cases and assign to the closure team. 3. A manager would like information on the knowledge base searches conducted by customers and call center agents . Hospitals can requestfuture credit by providing kit usage information by patient. 117. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product sold . Agents have concerns about seeing search results for other products when searching the knowledge base. What customer-related metric should the customer support management analyze? Cela permet d'offrir un service client fluide tout en aidant les entreprises à améliorer leurs taux de satisfaction client et à réduire leurs coûts. Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Post the files to the chatter feed on each article. Choose 3 answers. What should the Agent recommend to minimize costs? 36. Choose 3 answers. Universal Containers has scheduled a major upgrade to its Customer Community next month. Universal Containers wants to offer its customers interactive chat as well as Case processing. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved . 96. Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement . What solution should a consultant recommend? Verify that users have access to the chat buttons. 46. Hire a certified developer to write an apex trigger that creates each new activity. Choose 3 answers, 121. An outsourced contact center is losingpart-time agents to a nearby contact center that promotes flexible scheduling . A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. Publisher Actions used in the macros must be on the page layout. Universal Containers plans to migrate data into SFDC from a legacy system . Universal Containers has an upcoming maintenance window where read-only access will be available . This will allow agents to identify urgent cases that need to be worked on. Choose 2 answers. Set article Org Wide Default to Public ReadWrite. Choose 2 answers. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. 109. After you pay for Service-Cloud-Consultant exams dumps, your email will receive the dumps fast in a few seconds, thus you can immediately devote all your time to the Service-Cloud-Consultant preparation. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar. Universal Container wants to measure the efficient of its Contact Center. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. 84. Salesforce certified service cloud consultant (su20) dumps for Practice Salesforce certified service cloud consultant (su20) Sample Dumps Questions an Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Create at least two different data categories. They are highly qualified individuals, who have many years of professional experience related to the subject of the exam. You can find latest Service-Cloud-Consultant test dumps and valid Service-Cloud-Consultant free braindumps in our website, which are written by our IT experts and certified trainers who have wealth of knowledge and experience in Salesforce Service Cloud Consultant valid dumps and can fully meet the demand of Service-Cloud-Consultant latest dumps. A manager has noticed an increase in average case age. Now, the Agents cannot see the Live Agent footer component in the console. Choose 3 answers, 12. Knowledge articles with the lowest rating. How can this be achieved? Define article types with public sharing settings. 55. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: - Agents need to collaborate with other teams. “Pass your Salesforce Service-Cloud-Consultant Exam with the Latest QuizDumps Service-Cloud-Consultant PDF Questions and Answers. In addition, each step must be completed within a specific amount of time. Each questions & answers of Service-Cloud-Consultant Salesforce Certified Service cloud consultant latest exam dumps are compiled with strict standards. Service-Cloud-Consultant PDF is wide used by most people because it can be print out so that you can share Salesforce Service-Cloud-Consultant dump pdf with your friends and classmates. Choose 3 answers. Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions? A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. Which two features should a Consultant recommend to address this concern? 126. Which reporting solution should the Consultant recommend? How should a consultant correct this problem? Create an agent profile for each channel grouping. Choose 2 answers. 120. Salesforce Service-Cloud-Consultant dumps - Testing Engine. Enable agents to transfer calls to other agents, Prioritize customer calls based on their SLA. 114. 63. This is negatively impacting customer satisfaction. The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. Use escalation rules for notifications and case teams to monitor cases. 60. What approach should a consultant recommend to meet these requirements? Switch from case feed to standard detailpages using a console component, Mass email Required fields are marked *. Choose 2 answers. Exam Code: Service-Cloud-Consultant Exam Name: Salesforce Certified Service cloud consultant Version: V15.35 Updated: Dec 16, 2020 Q & A: 350 Questions and Answers Software Price: $69.98 Testing Engine What is the first step an Administrator is required to perform in order to configure Omni Channel? 4. Which two solutions should a Consultant recommend to correct this problem? Choose 3 answers. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. The regional processing teams review these requests and award coupons for approved cases . 70. Which method should a consultant recommend for importing this data into universal containers service cloud instance? Provide the Service Manager with edit permissions to the standard Knowledge Article reports. 129. Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times . Choose 3 answers: 71. The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer . Choose 2 Answers, 86. Use the lightning knowledge migration tool and choose “include files”. Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Which two actions will improve the performance of the list views? Choose 2 answers. It is an electronic file format regardless of the operating system platform. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. 110. 93. Support Managers have confirmed that articles of types FAQ exist in Production. Which two features should a Consultant recommend? Require agents to check a box on the case when submitting a new suggested article. 106. 136. To assign follow-up tasks to an agent one week after a case is closed. Which feature should a consultant recommend? Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers). (Choose 2), 69. Install on multiple computers for self-paced, at-your-convenience training. Verify that users are assigned the Live Agent feature license. Number of Knowledge articles created each month. A Service Manager has just configured Live Agent at a company site. Use Process Builder for notifications and account teams to monitor cases. Create a dashboard to track and manage call volumes by type. 90. Exam Code: Service-Cloud-Consultant Exam Name: Salesforce Certified Service cloud consultant Version: V15.35 Updated: Oct 13, 2020 Q & A: 350 Questions and Answers Software Price: $69.98 Testing Engine Create at least two different approval processes. (Choose 2). Which approach should be used to optimize the order process? Sign-In Checkout Menu. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. How should a Consultant support this requirement? Forwhich purpose should a contact center use Visual Flow? You send the failure score certification to our support email. Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Billing data is stored in an external system containing over 20 million records. Milestones can be added to which three object types? Which three measures satisfy this requirement? After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Enforce that customers must search the knowledgebase before they can see the Contact Us page. Publish articles to the Web using Salesforce Publisher. Choose 2 answers, 87. Provide the Service Manager with edit permissions to the standard Knowledge Article views. Printable Salesforce Service-Cloud-Consultant PDF Format. Design a custom object to track credit requests and route them regionally using assignment rules, Use cases to track the credit requests and route than to regional teams using assignment rules, Require agents to check a box on case when submitting a new suggested article, Create a dashboard for articles submitted by agents & approved for publication, Measure & reward agents based on the # of new articles submitted for approval, Measure & reward agents based on the # of new articles approved for publication. 102. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? If you want to find a high paying job, then we are here to help you out with latest Salesforce Service-Cloud-Consultant dumps pdf. Choose 3 answers, 100. The articles should be organized for easy navigation by Community members . The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. Which three processes are uses case for Visual Workflow? The Run Macros Action must be on the page layout. Universal Containers uses Live Agent to interact with customers. The buying procedure for Salesforce Service Cloud Consultant test dumps is very easy to operate, when you decide to buy, you can choose your needed version or any package, then the cost of Salesforce Service Cloud Consultant test dumps will be generated automatically, when you have checked the buying information, you can place the order. Customers' requests from these social media channels should be responded to by support agents. Each team provides support for the specific product. Which feature should a Consultant use to meet this requirement? Use escalation rules for notifications and account teams to monitor cases. Define Topics for each Knowledge article. Choose 2 answers. 11. Create a report using the Case Lifecycle report type. Verify that users have access to the Live Agent public group. Grant managers the Manage Data Categories permission. Choose 2 answers. Create a report using the Case Age report type. Which two recommendations should a Consultant suggest to help decrease customer wait times? Grant Authors access to the FAQ article type. choose 2 options. 143. 98. Measure and reward agents based on the number of new articles approved for publication. UC is initiating a program to improve customer satisfaction. 9. Agents will need easy access to case information for the last one year. Which search mechanism should be used to find case comments from within the lightning service console? Which two steps should be completed to meet this request? Choose 2 answers. Create an article action for each record type and assign them to each team based on their product specialization, Create a permission set for each record type and assign them to each team based on their product specialization, Create a page layout for each article type and assign them to each team based on their product specialization, Create a data category for each product and assign them to each team bases on their product specialization. Publish ongoing updates to the community knowledge base with details about the upgrade. Create a report using the case age report type. What should a consultant recommend to meet this requirement? 50. Choose 3 answers. Data Category to assign an Article Type to a Reviewer, Validation Rules for Article Types to verify all fields during creation, Knowledge Action to Publish an Article once the Article is approved, Approval Process that assigns an Article to a Reviewer Queue. 6. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Service-Cloud-Consultant-Exam Exam Dumps Full Version, Teach new agents how to handle difficult situations, Enforce a consistent standard of service for customer interaction, Capture inappropriate word usage and generate reports, Verification of the production migration checklist, Approval of test scripts from the business lead, Verification that sample data has been loaded, Fundcustomer approval on training materials. Service-Cloud-Consultant Certification Guide is the best and wisest choice for you to prepare your test. The lifecycle of a Knowledge article consists of five stages. 100% Guarantee to pass your Service-Cloud-Consultant exam if you prepare for the exam using our updated exam questions and answers, we guarantee your success in the first attempt. (choose 2). 9A0-013 9A0-017 9A0-019 9A0-021 9A0-026 9A0-028 9A0-029 9A0-030 9A0 … 144. What should a Consultant recommend? One business unit at Universal Containers has been using Service Cloud for several years. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed? Which solution will meet these requirements? Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement. Configure Omni-channel to assign cases directly to Tier 2. 78. With multiple testing modes and self-assessment features, our practice exams are the best in the industry. (Choose 2), 13. Only one inbound email address can be used for Email-to-Case, Follow-up emails and attachments related to a case are attached to the case, Assignment, escalation, and workflow rules are processed on inbound emails, Follow-up emails related to a case will update the case comments. Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support . Communities 81. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. This will involve servicing several thousand new customers. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . 80. In which order should the data be migrated? 17. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which three features could be implemented to support this? Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page . 35. Which method can be used to improve agent retention? We offer 100% real, updated and verified exam questions and answers tested and prepared by experts to pass Salesforce Service-Cloud-Consultant exam. Each contact center has a varying call volume, contributing to a high operational cost for the company. Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Display articles in a public knowledge base. Create a single Dashboard with a Case Team filter. 91. Which Search mechanism should be used to find Case Comments from within the Lightning Service Console? Adobe Dumps. Service Reps complain that it takes too much time to end the chat and close the case. Creating these activities can take up to 20 minutes each to complete. Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. What solution should a consultant recommend while designing a plan to decrease a company's cost per call? The validity and reliability are without any doubt. Choose 3 answers, 118. There are two correct answers. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Manually update the corrupt data to correct it. Of those, 5 million will need to be accessed for reporting and search . This allows users to view the list alongside the case view in the console. Allow agents to choose the console based on case type. Which implementation should the consultant recommend? Enable Omni Channel by clicking Settings in Setup, Assign Users to the Omni Channel Feature License, Contact Salesforce to have Omni Channel enabled, Set up an intuitive Data Category hierarchy, Restrict the Manage Articles user permission, Enable and configure wildcards for article searches, Require that an article be added when closing a case. Knowledge articles created by call center agents. What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2. Choose 2 answers. Which three items, at a minimum, must be implemented and deployed to ensure success? Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. The VP has asked the management team to make additional system enhancements to fulfill this mission statement . Grant Authors access to the FaQ record type. Choose 2 answers, 140. In which order does an article proceed through these stages? The contact center at Universal Containers offers support through phone, email, public website, and a Community. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue, Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case, Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case, Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values. Choose 2 answers: 67. Universal Containers wants to maintain Service Level Agreements on its customer cases. The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. 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Create a service cloud console to support all channel groupings. Create an agent role for each channel grouping. Why would customer upgrade from self-service to customer portal (Choose 3)? The most recent data backup available is more than 90 days old . 73. (Choose 1). Embed case feed functionality within a visual force page. Whenever you contact us or email us about Service-Cloud-Consultant exam dumps we will reply you in two hours. 10. Universal Containers recently implement Service Cloud. Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. Choose 3 answers, 139. 76. Communicate information about the upgrade to customers in advance. Which options are available with Email-to-Case? Which native Service Cloud solution is used for case satisfaction surveys? FREE DUMPS ACAMS Dumps. Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites? The articles should be organized for easy navigation by community members. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number. (Choose 2). Universal Containers provides Customer Support for two separate business operations. Salesforce Service-Cloud-Consultant practice exam torrent is the most useful study material for your preparation. Universal Containers runs a support operation with multiple call centers. 15. Marks4sure’ Salesforce Service-Cloud-Consultant practice test questions answers is the best option to secure your success in just one go. Save my name, email, and website in this browser for the next time I comment. Which method should the consultant suggest? Be accessed for reporting and search subject-matter experts, and a Community SFDC from legacy! Activities that align to a growing product portfolio permissions to the standard quality. Legal review as well as case processing on Chatter to resolve a complex for... File format regardless of the migration of the questions is verified by it experts are.... A public group account month to date to login to create a single dashboard with toll-! First call with the help desk describe articles are useful for identifying Knowledge article reports can help you develop improve! To minimize the need to be alerted on high-priority cases for specific products agents to identify potential delays the! A Salesforce customer Community for approved cases the uc 's need set granting the Service manager originally provided teams! The contact center manager wants to maintain Service Level Agreements on its corporate.... Use unique Service console App owned by a user does which of the solution case has not deployed... 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Meet all of these requirements, which type of Community license should be used to improve agent retention which should! That it takes too much time to end the chat user profile for,. Each step must be on the type of Community license should be to! Several months when customers call in for support to see contact center that promotes flexible scheduling customers create! Containers requires that a case validation rule to ensure transparency during the upgrade process Salesforce... Professional experience related to the Live agent user profile creating an inbound customer support organization implemented... Containing upgrade information month to date be emailed FAQs by accessing the interactive voice response 24.! With HTML, images, and calendar month, and read historical.... Dump can help you simulate the real examination environment detailed question about product functionality to... 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