Salesforce Service-Cloud-Consultant Exam Dumps

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue? 

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? 

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best practice will help UC meet its SLA? 

Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend? 

A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often? 

Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems. Which project management methodology should the consultant recommend? 

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management. What should the consultant recommend to decrease case closure time? 

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? 

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? 

Which solution should a consultant design so the average number of days that Cases stay open can be easily reported? 

Using the Lightning Service Console, how can a contact center manager see which service reps are currently available to accept new cases? 

Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions. Which use case could an out-of-the-box AI agent address with no changes to topics? 

Cloud Kicks support agents are getting too many emails due to case ownership changes. What should the admin recommend to solve the issue? 

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such as benefits, internal job openings, and mandatory employee training. What should the consultant recommend to meet the requirements? 

Universal Containers (UC) 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 article types for approval. UC wants to automate the Approval Process. What should a consultant recommend to meet the requirement? 

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations are over capacity while other locations have available capacity. Managers would like the ability to respond to these situations. What should a consultant recommend as a solution? 

Universal Containers wants to set up the entitlements process to help its customer support reps adhere to its service-level agreements (SLAs). To which object should the consultant add Milestones? 

A travel agency wants to offer self-service for customers, so that customers can create new travel reservations and modify existing bookings. These tasks often require integration with external booking systems and adherence to unique business logic. 

Universal Containers (UC) is launching an implementation of Service Cloud. The project is missing the requirement for a suitable analytics solution to allow executives and service managers to view the current and trending key performance indicators (KPIs). Which recommendation should the Service Cloud Consultant make to help with this requirement? 

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation? 

Support supervisors at Cloud Kicks want to view key performance indicators (KPIs) and see graphs and data about their Service Cloud Voice contact centers. How can they track call volume, average handle time, average speed to answer, and more metrics? 

Cloud Kicks provides telephone support to customers. When creating a case, service agents frequently enter shipping postal codes from various countries around the world. What is the recommended method to ensure accurate data is entered? 

Universal Containers is considering additional channels for its customers to communicate directly with customer support reps. Currently, customers are able to open support tickets through social media, web chat, phone, and SMS. In addition to Digital Engagement, what should a consultant recommend to meet the requirement? 

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation? 

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?