Service-Cloud-Consultant Exam Dumps – Our Features

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

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

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.Which solution should a consultant recommend to meet this requirement?

• Use auto-response rules to send an email to the customer.
• Use Escalation Rules to assign the case to a case queue.
• Use Flow Builder to send an email to the customer.

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.How should the consultant display the data quickly?

• Create reports from Cases and display on a dashboard.
• Migrate the data to a data lake and request a dashboard.
• Use Einstein Analytics for Service Cloud,

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When acase is created or closed, an email should be sent only to users who have access to the case. Which feature should a consultant recommend to meet these requirements?

• Case teams
• Case swarms
• Account teams

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs tomeet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?

• Gather organizational vision, map processes, plan metrics, and plan for user feedback.
• Gather organizational vision, map processes, plan for user feedback, and define metrics.
• Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none ofthe article file attachments were migrated.How can a consultant migrate the file attachments?

• Use the Files Related List on each article to add files to the articles.
• Use the Lightning Knowledge Migration Tool and choose ‘include files’.
• Upload the files as Documents, then relate them to the migrated articles.

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.What should the consultant recommend to distribute cases?

• Create queues with support agents and use assignment rules.
• Predefine case teams and use assignment rules.
• Configure Web-to-Case and use assignment rules,

What is a common deflection technique to reduce the number of interactions for a contact center?

• Suggest articles for an Email-to-Case question.
• Recommend articles prior to a Chat session.
• Recommend articles during a call from a support agent.

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.Which reporting solution should the consultant recommend?

• Create a report using Grouping.
• Create a reporting snapshot.
• Create a joined report.

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

• Train on keyboard shortcuts.
• Prepare macros.
• Create multiple console layouts.