NEW SERVICE-CLOUD-CONSULTANT EXAM TEST | SERVICE-CLOUD-CONSULTANT EXAMCOLLECTION

New Service-Cloud-Consultant Exam Test | Service-Cloud-Consultant Examcollection

New Service-Cloud-Consultant Exam Test | Service-Cloud-Consultant Examcollection

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Salesforce Certified Service cloud consultant Sample Questions (Q185-Q190):

NEW QUESTION # 185
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and
needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

  • A. Accepts attachments from emails
  • B. Handles more the 10,000 emails a day
  • C. Accepts email attachments larger than 10 MB
  • D. Requires the use of Transport Layout Security (TLS)

Answer: C


NEW QUESTION # 186
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

  • A. Use Salesforce Connect and External Objects to represent this information in Salesforce.
  • B. Create a dynamic action that launches the ERP system with a deep link to the order locator.
  • C. Create a batch integration process that runs hourly to pull all order updates into Salesforce.

Answer: A

Explanation:
Salesforce Connect with External Objects is the optimal solution for integrating Cloud Kicks' Salesforce environment with the ERP system. This approach allows real-time access to order information directly within Salesforce, without storing the data in Salesforce, thereby streamlining the process for service agents and improving their efficiency in handling customer requests for order updates.


NEW QUESTION # 187
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they
are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

  • A. Assign a user to manually manage incoming email
  • B. Use Omni-Channel to automatically route inbound email
  • C. Insert a reference Thread ID in the email subject template
  • D. Convert to an On-Demand Email-to-Case setup

Answer: C


NEW QUESTION # 188
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?

  • A. Incorporate the additional requirements to the project scope and continue with the original project schedule.
  • B. Document the gap in requirements and discuss the schedule and budget impact with the project team.
  • C. Prepare a change order to account for the additional requirements and communicate the new project schedule,

Answer: B

Explanation:
Addressing the issue of additional requirements in a fixed budget and timeline scenario involves transparent communication and documentation. The first step is documenting the gap between initial requirements and new discoveries, then discussing these findings with the project team. This approach allows for a collaborative decision-making process on how to best incorporate or prioritize the new requirements, considering the project's constraints. It sets the stage for informed decisions on scope adjustments, timeline revisions, or budget re-evaluations.


NEW QUESTION # 189
The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team's case lifecycles, the following statuses were documented:
* Billing support team: New, Under Review, In Progress, Blocked, Closed
* Product development team: New, Under Review, In Progress, Closed
How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?

  • A. Create a Path widget to visualize each team's lifecycle.
  • B. Use dynamic forms to hide unnecessary options for each team's lifecycle.
  • C. Use Support Processes for each team's lifecycle.

Answer: C

Explanation:
Support Processes in Salesforce are specifically designed to manage variations in the Case Status field based on business needs. They allow each team to work with a status picklist tailored to their specific lifecycle.
For Universal Containers:
* The billing support team's Support Process would include: New, Under Review, In Progress, Blocked, Closed.
* The product development team's Support Process would include: New, Under Review, In Progress, Closed.
These Support Processes are tied to different Record Types. Each team is assigned the appropriate Record Type, ensuring that only the relevant statuses are shown to the respective users. This approach maintains clarity, reduces error, and aligns workflows with operational requirements.
References:
https://help.salesforce.com/s/articleView?id=sf.fsc_flows_admin_create_support_process.
htm&language=en_US&type=5
https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements/create-support- processes-cases


NEW QUESTION # 190
......

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