Service-Cloud-Consultant Dumps 2023 New Salesforce Service-Cloud-Consultant Exam Questions [Q26-Q46]

NO.26 Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

NO.27 universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

NO.28 Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.

NO.29 The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

NO.30 Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

NO.31 A company has a requirement to keep all emails behind their firewall, they have 200 agents.
What should they use?

NO.32 The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

NO.33 Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

NO.34 Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

NO.35 A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?

NO.36 Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone
to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

NO.37 Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

NO.38 A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

NO.39 Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

NO.40 A company has created a new onboarding process. An Agent must create ten open activities that align to a step
of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

NO.41 Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

NO.42 Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

NO.43 A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

NO.44 Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

NO.45 To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?

NO.46 The Universal Container’s customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)