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Salesforce Certified Service cloud consultant Sample Questions (Q10-Q15):

NEW QUESTION # 10
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

A. Request that the VP of worldwide support design a standard report template to provide a clear vision,
B. Ask leadership, management, and agents in all regions to vote on the standard report template.
C. Assign a global team of experienced analysts to create a standard report template.

Answer: C

Explanation:
For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.

NEW QUESTION # 11
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

A. Experience Cloud with self-support
B. Knowledge One with Article Recommendations
C. Omni-Channel with Skills-Based Routing.
D. Live Agent and Live Message

Answer: C

Explanation:
Explanation
Omni-Channel with Skills-Based Routing is the recommended solution to meet the requirements of Cloud Kicks (CK). Omni-Channel is a feature that allows you to manage the distribution and prioritization of work items (such as cases, chats, leads, or orders) across different channels (such as voice, chat, social, email, video, and web) and agents. Skills-Based Routing is a type of routing model that assigns work items to agents based on their skills and skill levels. For example, an agent who is certified on a specific product line and trained in chat support can receive chat requests related to that product line. Omni-Channel with Skills-Based Routing can help CK provide support through multiple channels, ensure a consistent customer experience, and match work items with agent expertise. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Overview, Set Up Skills-Based Routing

NEW QUESTION # 12
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Use the Lightning Knowledge Migration Tool and choose 'include files'.
B. Use the Files Related List on each article to add files to your articles.
C. Post the Files to the Chatter Feed on each Article.
D. Upload the files as Documents, then relate them to the migrated Articles.

Answer: B

Explanation:
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]

NEW QUESTION # 13
Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

A. Reduce the number of fields displayed
B. Remove filter criteria from the views
C. Restrict visibility of the views
D. Filter the views by case owner

Answer: A,D

NEW QUESTION # 14
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

A. Create a macro to send an email with the article to customer
B. create a lightning email template to sned artilce to customer
C. create a workflow email alert to send the artilce to the customer
D. create an auto response rule to send the article to teh customer

Answer: A

Explanation:
Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

NEW QUESTION # 15
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