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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Which feature should a Service Cloud consultant recommend?

A. Field Service Inventory

B. Work Oder Assignment

C. Operating Hours and Shifts

D. Service Appointment Bundling

Answer

A. Field Service Inventory

Explanation: Field Service Inventory is a feature that can help minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Field Service Inventory allows administrators to track and manage the inventory of products that technicians need to perform their work, such as parts, tools, or consumables. Field Service Inventory can help assign products to technicians based on their skills, location, and availability, as well as replenish products from warehouses or suppliers.

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Question # 2

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

A. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B. An organization-wide default of Public Read/Write on the Case object

C. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer

C. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

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Question # 3

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A. Tailoring the objects to expose specific customer data

B. Enhancing user profiles for customer services

C. Optimizing the user interface for improved usability

Answer

A. Tailoring the objects to expose specific customer data

Explanation: Tailoring the objects to expose specific customer data is crucial when setting up Service Cloud to ensure that service agents have access to the right customer information. Customizing objects and fields in Salesforce allows organizations to align the CRM with their unique business processes and customer data requirements. By carefully configuring these objects, businesses can ensure that service agents have all the necessary information at their fingertips to provide personalized and efficient customer support. This customization can include creating custom objects to store unique customer data, customizing standard objects to include relevant fields, and setting up record types and page layouts to present the most pertinent information to agents based on the context of the customer interaction.

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Question # 4

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?

A. Service Contracts

B. Milestones

C. Maintenance Plans

Answer

A. Service Contracts

Explanation:
For Universal Containers (UC) to provide customers access to their agreed-upon response times via the Experience Cloud portal, implementing Service Contracts is the most suitable solution. Service Contracts in Salesforce allow organizations to define and manage the agreements made with customers, including terms of service, entitlements, and response times. By integrating Service Contracts with the Experience Cloud portal, UC can ensure that customers have visibility into their specific service agreements, fostering transparency and setting clear expectations for service delivery.

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Question # 5

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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