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Salesforce Certified Service cloud consultant Sample Questions (Q33-Q38):

NEW QUESTION # 33
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

A. Full Sandbox
B. Administrator Sandbox
C. Partial Copy Sandbox
D. Developer Pro Sandbox

Answer: A,C,D

NEW QUESTION # 34
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

A. Assign the Salesforce users to the Call Center.
B. Use Apex to create an adapter to work with third-party CTI systems
C. Create a SoftPhone layout and assign to user profiles
D. Install an adapter from AppExchange to work with third-party CTI systems
E. Assign the Salesforce CTI license to Salesforce users

Answer: A,C,D

NEW QUESTION # 35
Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?

A. Percent of cases closed with an attached article
B. Percent of cases closed with chatter posts
C. Percent of cases closed meeting the defined SLA
D. Percent of cases closed on first contact

Answer: C

NEW QUESTION # 36
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

A. Use Most Cases Closed report.
B. Use the most available routing model.
C. Use the agents' Presence Status.

Answer: B

Explanation:
To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.

NEW QUESTION # 37
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?

A. Set up quick text options in the utility bar to add article links.
B. Configure Lightning Knowledge component to auto attach article PDF.
C. Configure Lightning Knowledge component and related list actions.

Answer: C

Explanation:
To improve agent efficiency in finding and using articles, configuring the Lightning Knowledge component and related list actions is advisable. This setup allows agents to easily search for, preview, and insert links to relevant Knowledge articles directly into their responses without leaving their workspace. This streamlined approach reduces the time spent on manual copying and pasting, enhancing productivity and ensuring consistent use of approved content.

NEW QUESTION # 38
......

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Reliable Service-Cloud-Consultant Exam Testking | Test Service-Cloud-Consultant Lab Questions

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Salesforce Certified Service cloud consultant Sample Questions (Q33-Q38):

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