Winter Special - Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: top65certs

Free and Premium Salesforce Service-Cloud-Consultant Dumps Questions Answers

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 1

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information about the case.

Which solution should a consultant recommend?

Options:

A.

Add the Knowledge object to global search objects.

B.

Add the Knowledge component on the case Lightning record page.

C.

Add the Knowledge related list to the case page layout.

Buy Now
Question 2

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.

A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.

What should a consultant recommend as a solution?

Options:

A.

Set up quick text options in the utility bar to add article links.

B.

Configure Lightning Knowledge component and related list actions.

C.

Configure Lightning Knowledge component to auto attach article PDF.

Question 3

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case 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?

Options:

A.

Case teams

B.

Case swarms

C.

Account teams

Question 4

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

Options:

A.

Web-to-Case

B.

Einstein Chat Bot

C.

Knowledge articles

Question 5

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The

company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

Options:

A.

Topics for objects

B.

Data Category groups

C.

Screen Flow

Question 6

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Options:

A.

Case report grouped by Call Center

B.

Case History report grouped by Call Center

C.

Dynamic Dashboard grouped by Call Center

Question 7

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

Question 8

Universal Containers wants to add functionality to its Service Cloud implementation so

customers are able to add digital files to case records.

Which functionality should a consultant recommend to meet these requirements?

Options:

A.

Email-to-Case

B.

Web-to-Case

C.

Slack Connect

Question 9

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

Options:

A.

Add the Case's Entitlement related list to the Case Lightning Record Page.

B.

Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C.

Add the related Account's Entitlement related list to the Case Lightning Record Page.

Question 10

Universal Containers (UC) wants to improve case management by assigning cases to agents

based on their relevant product specialization. UC also wants to automatically assign agents to the

next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?

Options:

A.

Use the most available routing model.

B.

Use Most Cases Closed report.

C.

Use the agents’ Presence Status.

Question 11

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support

center is profitable.

Which metric should a consultant use to help executive management understand support center costs?

Options:

A.

All Cases by Customer

B.

All Open Cases by Priority

C.

Case Resolution Time

Question 12

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to

create a swarm in Slack to pull in experts from multiple CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Options:

A.

Escalation rules

B.

Apex trigger

C.

Quick Action

Question 13

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.

Which interaction channel should the consultant suggest to UC?

Options:

A.

Einstein Bots

B.

Messaging In-app and Web (MIAW)

C.

Experience Cloud sites

Question 14

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options:

A.

Web-to-Case

B.

On-Demand Email-to-Case

C.

Email-to-Case

Question 15

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Options:

A.

Custom Report Types with Reports and Dashboards

B.

Knowledge Base Reports and Dashboard Package Installation

C.

Knowledge Dashboard Pack for CRM Analytics Installation

Question 16

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

Options:

A.

Number of closed cases

B.

Agent utilization

C.

Deflection rate

Question 17

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.

Which consideration should the admin be aware of when making this change?

Options:

A.

Data Category Visibility of All Categories provides Public Read-Only access.

B.

Data Category Visibility of Custom overrides organization-wide default sharing access.

C.

Data Categories no longer control access to articles.

Question 18

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge

management for its support agents. Several months after the implementation, CK management

notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a

decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

Options:

A.

Measure cases with and without articles attached with high CSAT scores.

B.

Measure cases with and without articles attached with high net promoter scores (NPS),

C.

Measure cases with and without articles attached based on case status.

Question 19

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

Options:

A.

Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

B.

Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

C.

Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Question 20

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

Options:

A.

Territory Rule

B.

Read-Only

C.

Private

Question 21

In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

Options:

A.

Configure, develop, and test the application in a sandbox environment.

B.

Develop training materials after configuring the application to prepare for user adoption.

C.

Migrate data to the sandbox environment and verify successful migration.

Question 22

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

Options:

A.

Waterfall

B.

Hybrid

C.

Agile

Question 23

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of

the article file attachments were migrated.

How can a consultant migrate the file attachments?

Options:

A.

Use the Files Related List on each article to add files to the articles.

B.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

C.

Upload the files as Documents, then relate them to the migrated articles.

Question 24

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and

Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.

What should a consultant recommend to meet the requirements?

Options:

A.

Add the Account object to Recent Items utility.

B.

Include the History utility in the console app.

C.

Mention the case number in a Chatter group.

Question 25

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

Options:

A.

Approval Processes

B.

Support Types

C.

Support Processes

Question 26

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Options:

A.

Chatter

B.

Omni-Channel Supervisor

C.

Flow Orchestrator

Question 27

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Options:

A.

Use the Case Historical Trending report type.

B.

Use the Cases with Milestones report type.

C.

Use the Case Lifecycle report type.

Question 28

Universal Containers is using WhatsApp to provide support to customers in Service Console.

Agents would like to preview PDFs sent

by customers from the chat window.

What should a consultant recommend?

Options:

A.

Ask the customer to send the PDF via email.

B.

Use File Preview in the chat.

C.

Download the PDFs from the chat.

Question 29

Universal Containers has technical support and general customer service teams that use unique Service Console applications.

Which configuration should a consultant use when deploying the console?

Options:

A.

Assign the app to the User profile.

B.

Assign a permission set granting the Service User license.

C.

Assign the Service User license to their User record.

Question 30

A company is planning for the migration of an existing external knowledge base into

Salesforce Knowledge.

Which set of factors should be considered when selecting the articles to migrate?

Options:

A.

Original creation date and total number of article views in the last year

B.

Last modified date and terms searched frequently in the last year

C.

Last modified date and total number of article view in the last year

Question 31

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

Options:

A.

Chat Supervisor tab and Whisper Messages

B.

Incident Management tab and Whisper Messages

C.

Omni-Channel Supervisor and Whisper Messages

Question 32

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.

What should a consultant recommend that CK do next?

Options:

A.

Allow agents to create and publish articles independently.

B.

Use the Search Activity Gaps dashboard component.

C.

Detach articles from cases to reset statistics.

Question 33

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

Options:

A.

Macros

B.

Quick action

C.

Flow

Question 34

Universal Containers (UC) has a policy that requires all email traffic to remain within its

firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from

customers.

When implementing Salesforce in this scenario, which solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

deg -Demand Email-to-Case

C.

Email relay

Question 35

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support

reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick

texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options:

A.

Create a folder for each product line and share them with public groups.

B.

Set the organization-wide default to Private and create sharing rules to share them with roles.

C.

Add a permission set for Read access to the appropriate product line.

Question 36

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

Options:

A.

Skills-Based Routing

B.

Capacity Model

C.

Secondary Routing Priority

Question 37

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

Options:

A.

Customize Intents using Einstein Chatbots.

B.

Customize the Lightning Console chat page.

C.

Customize the pre-chat form.

Question 38

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?

Options:

A.

Create a batch integration process that runs hourly to pull all order updates into Salesforce

B.

Create a dynamic action that launches the ERP system with a deep link to the order locator.

C.

Use Salesforce Connect and External Objects to represent this information in Salesforce.

Question 39

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.

Which primary object should a consultant select to create a new Omni-Channel report type?

Options:

A.

Agent Detail

B.

Agent Work

C.

Assigned Work

Question 40

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?

Options:

A.

Update the Approval Process to Auto-launch.

B.

Create a Lightning Web Component action for Approval Process.

C.

Create an autolaunched Flow.

Question 41

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.

Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

Options:

A.

Data Import Wizard

B.

Data Loader

C.

Mass Transfer Records

Question 42

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 their behalf. support team on

What should a consultant recommend to meet the requirement?

Options:

A.

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

B.

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

C.

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

Question 43

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?

Options:

A.

Create a report using Grouping.

B.

Create a reporting snapshot.

C.

Create a joined report.

Question 44

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Options:

A.

Experience Cloud with payment processing

B.

Einstein Bots with check processing

C.

Service Cloud Voice with Tele-pay

Question 45

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

Options:

A.

Set up escalation rules.

B.

Set up self-service Knowledge.

C.

Set up assignment rules and case queues.

Question 46

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

Options:

A.

Reports and Dashboards

B.

Entitlements and Milestones

C.

Service Contracts

Question 47

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

Options:

A.

Slack Connect

B.

Service GPT

C.

Einstein Bots

Question 48

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Options:

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Question 49

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level

agreements (SLAs).

Which feature should a consultant use to meet this request?

Options:

A.

Service Contracts

B.

Salesforce Survey

C.

Entitlement process

Question 50

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive

language. CK wants a way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Options:

A.

Create sensitive data rules.

B.

Enable Assistance Flag Configuration setting.

C.

Create an IP blocking rule.

Question 51

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

Options:

A.

Run a macro on each case.

B.

Use a mass Quick Action.

C.

Use a keyboard shortcut.

Question 52

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles

have been attached to closed cases. A new product release will require changes to dozens of articles.

After revising the articles, CK wants to ensure that a prior article version stays associated with the

closed cases.

What is the recommended method to meet the requirements?

Options:

A.

Add "updated" to the name of the new article.

B.

Use Smart Link to Article to select the prior version.

C.

Select the Flag as new version checkbox when publishing.

Question 53

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with

customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of

effort for configuring a standard Einstein for Service feature are from automating standard responses.

Which feature meets this requirement most effectively?

Options:

A.

Einstein Reply Recommendations

B.

Einstein Article Recommendations

C.

Einstein Case Wrap-Up