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Salesforce Service-Cloud-Consultant Exam is a certification program that is designed to test your knowledge and expertise in the field of Salesforce Service Cloud. It is a challenging exam that requires a thorough understanding of Salesforce Service Cloud and its various components. As a Salesforce Certified Service cloud consultant, you will be able to help businesses to implement and optimize their customer service processes using the Salesforce platform.

Salesforce Certified Service cloud consultant Sample Questions (Q33-Q38):

NEW QUESTION # 33
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

A. Create a softphone layout and assign to user profiles.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the Salesforce CTI license to Salesforce users.
D. Assign the correct Salesforce users to the Call Center.
E. Install an adapter from AppExdiange to work with third-party cn systems.

Answer: A,D,E

NEW QUESTION # 34
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. Customer retention
B. Upsell percentage
C. Average handle time
D. First call resolution

Answer: C,D

NEW QUESTION # 35
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A. Allow agents to create Knowledge articles when closing a case.
B. Add the Submit Feedback button on the Solutions tab.
C. Require agents to create Knowledge articles when opening a case.
D. Add the Submit Feedback button to articles.

Answer: A

NEW QUESTION # 36
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

A. Tag another chatter user
B. Deletes posts
C. Returns a link that returns a post with the same reference

Answer: C

NEW QUESTION # 37
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up a Salesforce Customer Community that will allow customers to create cases online.
B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D. Set up analytical snapshots to capture key case information and create historical trending reports.

Answer: A,B

Explanation:
Explanation
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.

NEW QUESTION # 38
......

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Service-Cloud-Consultant exam pass guide & Service-Cloud-Consultant free pdf training & Service-Cloud-Consultant practice vce

Training Salesforce Service-Cloud-Consultant Kit | Service-Cloud-Consultant Latest Braindumps Ebook

Salesforce Certified Service cloud consultant Sample Questions (Q33-Q38):

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