SERVICE-CLOUD-CONSULTANT PDF FORMAT | VERIFIED SERVICE-CLOUD-CONSULTANT ANSWERS

Service-Cloud-Consultant Pdf Format | Verified Service-Cloud-Consultant Answers

Service-Cloud-Consultant Pdf Format | Verified Service-Cloud-Consultant Answers

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Salesforce Certified Service cloud consultant Sample Questions (Q18-Q23):

NEW QUESTION # 18
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

  • A. Service Cloud SOS
  • B. Salesforce Knowledgebase
  • C. Field Service Lightning
  • D. Chatter Groups

Answer: A,C


NEW QUESTION # 19
Universal Containers has a single contact center that handles all service requests including chat, Cases, and
web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in
the order they are received.
How would a Consultant address this requirement?

  • A. Configure Live Agent Skills-based Routing
  • B. Configure Omni-Channel with Least Active Routing
  • C. Configure Case Assignment Rules
  • D. Configure Omni-Channel with Most Available Routing

Answer: D


NEW QUESTION # 20
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

  • A. Net promoter Score
  • B. Service Level Agreement
  • C. Customer Support Requests
  • D. customer satisfaction Survey
  • E. Customer Purchase History

Answer: A,B,D

Explanation:
Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company's products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer's expectations and how satisfied the customer is with the service. Verified References: Service Cloud Consultant Certification Guide
& Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 21
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

  • A. Visual Remote Assistant
  • B. Einstein Next Best Action
  • C. Service Analytics Predictions

Answer: B

Explanation:
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.


NEW QUESTION # 22
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

  • A. Require that an article be added when closing a case
  • B. Restrict the Manage Articles user permission
  • C. Enable and configure wildcards for article searches
  • D. Set up an intuitive Data Category hierarchy

Answer: B,D


NEW QUESTION # 23
......

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