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

NEW QUESTION # 11
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

A. Create an auto-response rule that links to Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Set up the Case Deflection component to share Knowledge articles.

Answer: B

Explanation:
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.

NEW QUESTION # 12
Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers

A. Service Cloud SOS
B. Field Service Lightning
C. Chatter Groups
D. Salesforce Knowledgebase

Answer: A,B

NEW QUESTION # 13
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A. Case Auto-Response Rules
B. Omni-Channel
C. Case Assignment Rules
D. Visual Workflow

Answer: B

NEW QUESTION # 14
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A. Optimizing the user interface for improved usability
B. Tailoring the objects to expose specific customer data
C. Enhancing user profiles for customer services

Answer: B

Explanation:
Tailoring the objects to expose specific customer data is crucial when setting up Service Cloud to ensure that service agents have access to the right customer information. Customizing objects and fields in Salesforce allows organizations to align the CRM with their unique business processes and customer data requirements.
By carefully configuring these objects, businesses can ensure that service agents have all the necessary information at their fingertips to provide personalized and efficient customer support. This customization can include creating custom objects to store unique customer data, customizing standard objects to include relevant fields, and setting up record types and page layouts to present the most pertinent information to agents based on the context of the customer interaction.

NEW QUESTION # 15
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

A. Publish Articles to external channels
B. Configure Content Library permission
C. Enable Article deliveries
D. Assign Article types to the Community
E. Enable Public Solutions

Answer: A,D,E

NEW QUESTION # 16
......

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TRUSTWORTHY SERVICE-CLOUD-CONSULTANT PDF & SERVICE-CLOUD-CONSULTANT LATEST TEST CAMP

Trustworthy Service-Cloud-Consultant Pdf & Service-Cloud-Consultant Latest Test Camp