Question # 1
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? | | A. Add data category groups. | | B. Create synonym groups. | | C. Enable Suggested Articles. |
C. Enable Suggested Articles.
Explanation: Enabling Suggested Articles in Salesforce Knowledge provides service
agents with article recommendations based on case details, helping them find relevant
information faster. This feature can decrease case closure times by equipping agents with
the knowledge they need to resolve issues more efficiently, enhancing the overall support
experience.
Question # 2
The support management team at Universal Containers has noticed an increase in wait
times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times? | | A. Set up analytical snapshots to capture key case Information and create historical
trending reports. | | B. Create reports to analyze data in order to understand peak times and ensure adequate. | | C. Create case escalation rules to route high-priority cases directly to supervisors for
resolution. |
B. Create reports to analyze data in order to understand peak times and ensure adequate.
Explanation: To decrease customer wait times, creating reports to analyze call volume
and identify peak times is recommended. Understanding peak periods allows for strategic
staffing and resource allocation, ensuring that enough agents are available to handle the
increased volume, thus reducing customer wait times.
Question # 3
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and
Change
Management process to provide a foundation for its auditing and governance needs. CK
also wants
interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a
consultant
recommend for the full solution? | | A. Implement flow orchestration with Work Guides | | B. Implement a third-party app from AppExchange. | | C. Implement Guidance for Success and Knowledge articles. |
A. Implement flow orchestration with Work Guides
Explanation: For a full Incident Management, Swarming, and Change Management
process that includes interactive recommendations, implementing flow orchestration with
Work Guides is recommended. Work Guides provide step-by-step guidance and can
orchestrate complex processes across departments, ensuring adherence to auditing and
governance requirements while offering interactive, context-specific recommendations.
Question # 4
Universal Containers wants to move articles from an old database to its new Salesforce
Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge? | | A. Add images to an HTML file. | | B. Ensure each image is less than 25 MB. | | C. Change all images to JPEG files. |
B. Ensure each image is less than 25 MB.
Explanation: When moving images into Salesforce Knowledge, it's important to ensure
that each image file size does not exceed Salesforce's maximum file size limit, which is
typically 25 MB. Adhering to this constraint ensures that images can be successfully
uploaded and displayed within Knowledge articles.
Question # 5
Universal Containers wants customers to have the ability to log cases with structured data
and route based on urgency and product line.
How should a consultant accomplish this? | | A. Standard Web-to-Case with assignment rules | | B. Omni-Channel with prioritized queues | | C. Standard Email-to-Case with assignment rules |
A. Standard Web-to-Case with assignment rules
Explanation: To enable customers to log cases with structured data and route them based
on urgency and product line, using Standard Web-to-Case with assignment rules is
recommended. This feature allows for the creation of web forms that customers can fill out,
which then become cases in Salesforce. Assignment rules can then be used to
automatically route these cases to the appropriate teams or agents based on predefined criteria, ensuring efficient and relevant case handling.
Question # 6
Universal Containers wants to help customers resolve issues by browsing Knowledge
articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements? | | A. Enable Chat in an Experience Cloud site. | | B. Create a self-service help Center | | C. Allow comments on Knowledge articles. |
B. Create a self-service help Center
Explanation: To help customers resolve issues by browsing Knowledge articles and
submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized platform where customers can
access Knowledge articles, FAQs, and submit cases directly, enhancing the self-service
experience.
Question # 7
An organization has requested guidance on how to delete customers’ personal data when
they are no longer associated with the company to stay compliant with global data
protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement? | | A. Search for all customer information in production and manually edit the fields of each
record to scramble the data so that it is no longer searchable | | B. Search and remove all customer information, including records and in unindexed
freetext fields, and refresh sandboxes to ensure no data retention. | | C. Search for all customer information across environments and deactivate accounts or
Experience Cloud users associated with the contact. |
B. Search and remove all customer information, including records and in unindexed
freetext fields, and refresh sandboxes to ensure no data retention.
Explanation: To comply with global data protection and privacy regulations, the consultant
should recommend systematically searching for and removing all customer personal data
from production and sandbox environments. This includes data in records and unindexed
free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring
compliance and safeguarding customer privacy.
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The Salesforce Service-Cloud-Consultant exam typically requires
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The exam is usually around 90-105 minutes long and consists of
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How has the demand for Salesforce Service Cloud consultants changed in recent years?
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