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Real Salesforce Service-Cloud-Consultant Exam Questions in PDF Format

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Salesforce Certified Service cloud consultant Sample Questions (Q46-Q51):

NEW QUESTION # 46
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

A. Approval of test scripts from the business lead
B. Fund customer approval on training materials
C. Verification of the production migration checklist
D. Verification that sample data has been loaded

Answer: A,D

NEW QUESTION # 47
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. Email-to-Case
B. AppExchange package
C. Web-to-Case

Answer: A

Explanation:
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.

NEW QUESTION # 48
UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?

A. Force.com migration tool, Force.com IDE, and change sets
B. Data loader, change sets, and Force.com Excel Connector
C. Mass Transfer Records, change sets, and Force.com migration tool
D. Visual Workflow, data loader, and Force.com IDE

Answer: A

NEW QUESTION # 49
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?

A. Einstein Bots
B. Service GPT
C. Slack Connect

Answer: A

Explanation:
Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.

NEW QUESTION # 50
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A. Entitlement processes, contract line items, milestones, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, milestones, milestone actions, and entitlements
D. Entitlement processes, contracts, contract line Items, and entitlements

Answer: C

Explanation:
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

NEW QUESTION # 51
......

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