Online Access Free Service-Cloud-Consultant Exam Questions

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?

• A.Recommend that UC invest in Tableau Next to use service-related intelligent apps or accelerators.
• B.Use Preconfigured Service Cloud Dashboards from AppExchange.
• C.Migrate UC's legacy service analytics by building a new set of custom report types.

Universal Containers (UC) is planning to use Agentforce to enhance human and AI agent collaboration. A successful implementation should align with Agentforce's ability to support seamless transitions between AI agents and support reps.
Which specific aspect should UC prioritize when implementing Agentforce to improve customer support operations?

• A.Focus on automating as many customer interactions as possible without AI agent involvement.
• B.Integrate Agentforce responses with social media messaging to handle customer support questions.
• C.Design Agentforce actions that enable handoffs to support reps when needed.

A Service Cloud Consultant is working with a telecommunications client. The client aims to improve first- contact resolution by 30% through implementing new case automation and Agentforce Service Agent. The client expects the changes to enhance customer satisfaction but is concerned about adoption and system complexity.
What should the consultant do first to help manage concerns and align expectations?

• A.Develop a detailed Agentforce Service Agent configuration plan with automated case routing rules and escalation paths, then validate technical requirements with the IT team.
• B.Conduct a risk register focusing on technical challenges, user adoption barriers, and impact on existing workflows while engaging key stakeholders early.
• C.Recommend postponing the project until all technical requirements are finalized, then create a comprehensive change management strategy for user adoption.

Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

• A.Configure and activate Duplicate Management.
• B.Grant "View All Data" and instruct them to search.
• C.Implement Apex triggers for Contact.

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.
What should the consultant recommend?

• A.Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.
• B.Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.
• C.Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.