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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Customize the lightning console chat page

B. Configure a chat validation rule

C. Customize the pre chat form

D. ConfigureLightningGuided Engagement

Answer

C. Customize the pre chat form

Explanation:
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer’s name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue.
Verified References:
[Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms

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Question # 2

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the Approval Process?

A. Update the Approval Process to Auto-launch.

B. Create a Lightning Web Component action for Approval Process.

C. Create an autolaunched Flow.

Answer

C. Create an autolaunched Flow.

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Question # 3

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

A. DynamicDahsbaord by Call Center

B. Reporting Snapshots by call center

C. Report Subscriptions by call center

D. Case report grouped by call center

Answer

B. Reporting Snapshots by call center

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Question # 4

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?

A. Chatter

B. Omni-Channel Supervisor

C. Flow Orchestrator

D.

Answer

B. Omni-Channel Supervisor

Explanation: To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.

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Question # 5

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A. Change Sets

B. Mass Transfer Records

C. Data Import Wizard

D. Data Loader

Answer

A. Change Sets
D. Data Loader

Explanation: Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities.
Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview

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