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Your Path to Success: How to Pass the Salesforce Service-Cloud-Consultant Salesforce Certified Service cloud consultant (WI24) Exam

Questions 11

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.

Which metric should a consultant recommend to track the efficiency of individual agents?

Options:

A.

Total Emails Sent

B.

Call Abandonment

C.

After Conversation Work Time

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Questions 12

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from

the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

Options:

A.

Identify and prioritize the requirements for the minimum viable product.

B.

Prioritize the requirements based on the stakeholder who submitted them.

C.

Prioritize the requirements based on requests from the regions.

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Questions 13

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support

experience. CK Ants to allow asynchronous conversations, conversations across devices, and

Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support

offering.

What should a consultant recommend to provide these newer capabilities?

Options:

A.

Einstein Bots

B.

Messaging for Web

C.

AppExchange package

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Questions 14

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

Options:

A.

Publisher actions are on the page layout.

B.

All users have permission to create macros.

C.

The Lightning page contains the Run Macros action.

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Questions 15

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

Options:

A.

Knowledge articles suggested by Einstein

B.

Upcoming Milestones for the Case's Entitlement

C.

Internal Chatter posts about the Case

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Questions 16

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive

language. CK wants a way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Options:

A.

Create sensitive data rules.

B.

Enable Assistance Flag Configuration setting.

C.

Create an IP blocking rule.

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Questions 17

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and

Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.

What should a consultant recommend to meet the requirements?

Options:

A.

Add the Account object to Recent Items utility.

B.

Include the History utility in the console app.

C.

Mention the case number in a Chatter group.

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Questions 18

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of

the problem.

Following best practices, which solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

AppExchange package

C.

Web-to-Case

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Questions 19

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level

agreements (SLAs).

Which feature should a consultant use to meet this request?

Options:

A.

Service Contracts

B.

Salesforce Survey

C.

Entitlement process

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Questions 20

How should a consultant configure a report that shows the average number of days that Cases stay open?

Options:

A.

Create a formula field on Case to calculate the average age.

B.

Create a report snapshot of the number of open Cases each day.

C.

Use the standard Case age field on the resort.

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Exam Code: Service-Cloud-Consultant
Exam Name: Salesforce Certified Service cloud consultant (WI24)
Last Update: Dec 2, 2024
Questions: 174

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