[Q72-Q96] Free Service-Cloud-Consultant Exam Files Downloaded Instantly UPDATED [2023]

QUESTION 72
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

QUESTION 73
What solution should a consultant recommend while designing a plan to decrease a company’s cost per call? (Choose 2)

QUESTION 74
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

QUESTION 75
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

QUESTION 76
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

QUESTION 77
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?

QUESTION 78
The Service Manager at universal Containers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching the
knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

QUESTION 79
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

QUESTION 80
UC must provide contact center agents with access to a customer’s payment history if the call concerns a
billing problem. The following considerations need to be taken into account: Billing problems account for less
than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do
not want to maintain separate login sessions for Salesforce and the billing system. What solution should a
consultant recommend?

QUESTION 81
A company has these requirements for dealing with Cases:
– Handled efficiently and by the right agents
– Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

QUESTION 82
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?

QUESTION 83
KCS (knowledge centered support) what is it? Choose 2 Answers

QUESTION 84
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

QUESTION 85
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

QUESTION 86
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

QUESTION 87
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

QUESTION 88
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

QUESTION 89
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

QUESTION 90
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

QUESTION 91
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

QUESTION 92
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

QUESTION 93
Milestones can be added to which three object types?
Choose 3 Answers

QUESTION 94
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

QUESTION 95
The Support Manager at Universal Containers has determined that there are five common case types that are
always resolved during the first call. Additionally, the support manager noticed that support agents are sending
similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?

QUESTION 96
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?