This page was exported from Best Free Exam Guide [ http://free.exams4sures.com ] Export date:Sat Mar 15 15:00:10 2025 / +0000 GMT ___________________________________________________ Title: Service-Cloud-Consultant Dumps 2022 - New Salesforce Service-Cloud-Consultant Exam Questions [Q61-Q75] --------------------------------------------------- Service-Cloud-Consultant Dumps 2022 - New Salesforce Service-Cloud-Consultant Exam Questions Free Service-Cloud-Consultant Braindumps Download Updated on Dec 03, 2022 with 105 Questions Q61. 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?  Implement Quick Text  Enable the Support Process for default email templates  Implement Macros  Implement Email-To-Case  Enable the support setting for default email templates Q62. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers  Optimize queries to reduce the scope of Cases included with each search.  Create a data retention plan that archives or purges Cases at regular intervals.  Ask contact center managers to review data each quarter to possibly delete.  Write an Apex trigger that deletes one case each time a new case is created. Q63. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers  Escalated cases by account month to date  High priority cases opened by account month to date  Time spent by account year to date  New cases opened by the account channel Q64. If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?  Enable Omni-Channel Case assignment  Define separate Record Types for Tier 1 and Tier 2  Implement Lightning Guided Engagement  Configure a Visual Flow Troubleshooting Action Q65. Universal Containers ‘IT policy prevents third-party software from being installed on employee computers.However, the VP of Service has asked that cases be automatically created from customer emails.What solution should a consultant recommend?  Email-to-Case  web-to-Case  An AppExchange package  On-Demand Email-to-Case Q66. Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.  On-demand email to case  On-demand email to case with sites  Email to case with web to case  Email to care with Site Q67. To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.How should a consultant configure this requirement?  Add the Knowledge related list to the Case record page.  Add the Knowledge tab to the Service Console.  Add Knowledge Data Categories to each Case.  Add the Knowledge Component to the Case record page. Q68. Case escalation rules triggered on the last modification will be reset each time a user does which of thefollowing actions?  Reads the case  Adds a related comment to the case  Adds an activity or sends an email from the case record  Edits the case  All of the above Q69. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.Which feature should a Consultant implement to address this concern?  Configure Macros  Multiple Monitors Components  Collapsible Sidebar Components  Console Keyboard Shortcuts Q70. A company has created a new onboarding process. An Agent must create ten open activities that align to a stepof this onboarding experience. Creating these activities can take up to 20 minutes each to complete.What should the Agent recommend to minimize costs?  Assign a single agent to create the activities on all new onboarding cases.  Provide a macro that will automatically create the activities when executed.  Add an object-specific custom quick action to create new activities.  Hire a certified developer to write an apex trigger that creates each new activity. Q71. Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.After the technical review is closed, an agent needs to contact the customers to review the activities.Cases can only be closed after the customer review has been completed.Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.Which three aspects should the consultant consider to meet these requirements?Choose 3 answers  Account team relationship to the primary contact  Case closure rules on the original case  Work order and customer contact escalation requirements  Visibility and access to the work order records  Total number of account and contact records in the database Q72. When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.  Data Cleansing  Data Normalization  Activate data validation rules  Data mapping Q73. Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?  A sharing set to grant the Customer Community user access to records associated to theirContact record.  An organization-wide default of Public Read/Write on the Case object.  A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.  A sharing rule to ensure record access is granted based oncriteria of the case. Q74. Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be takenbefore performing the migration of the data (Choose 2)?  Normalize database  Perform data cleaning  Enable data validation rules  Develop data map Q75. Universal Containers (UC) created a new mobile app that enables customers to place orders and trackfulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features shouldbe added to meet this requirement? Choose 2 answers  Salesforce Knowledgebase  Chatter Groups  Field Service Lightning  Service Cloud SOS  Loading … Salesforce Service-Cloud-Consultant Exam Practice Test Questions: https://www.exams4sures.com/Salesforce/Service-Cloud-Consultant-practice-exam-dumps.html --------------------------------------------------- Images: https://free.exams4sures.com/wp-content/plugins/watu/loading.gif https://free.exams4sures.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2022-12-03 14:44:31 Post date GMT: 2022-12-03 14:44:31 Post modified date: 2022-12-03 14:44:31 Post modified date GMT: 2022-12-03 14:44:31