Salesforce.com - Service Cloud Consultant Certification exam 2024 with 100% complete solutions Salesforce Community Cloud Consultant Certification Exam 2024 with 100% correct answers
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Support department is overwhelmed with emails from customers facing different kinds of undocumented issues that require troubleshooting. What is a solution that would help resolve complex issues quickly? correct answersHire technical support agents to provide phone support to customers KCS is a m...
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Add to cartSupport department is overwhelmed with emails from customers facing different kinds of undocumented issues that require troubleshooting. What is a solution that would help resolve complex issues quickly? correct answersHire technical support agents to provide phone support to customers KCS is a m...
To setup entitlement process, what must you do A: Set up Service Contracts with Contract Line Items B: Specify actions that you'll add to you entitlement process C: setup milestones that you will add to the entitlement process D: Delete all pending actions in the entitlement process queue corre...
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Add to cartTo setup entitlement process, what must you do A: Set up Service Contracts with Contract Line Items B: Specify actions that you'll add to you entitlement process C: setup milestones that you will add to the entitlement process D: Delete all pending actions in the entitlement process queue corre...
Support Processes correct answersDetail the values for the Status field on Cases Case Queues correct answersLocations Where Cases can be routed to await agent processing. Can be created for: Product Categories Customer Types Service Levels Assignment Rules correct answersAutomatically ro...
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Add to cartSupport Processes correct answersDetail the values for the Status field on Cases Case Queues correct answersLocations Where Cases can be routed to await agent processing. Can be created for: Product Categories Customer Types Service Levels Assignment Rules correct answersAutomatically ro...
What are the key KCS goals? correct answersCreate content as a by product of solving the problem Evolve content based on demand and usage Develop a KB of collective experience to date Reward learning collaboration & sharing & improving What are the key KCS Principles? correct answersCapture in...
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Add to cartWhat are the key KCS goals? correct answersCreate content as a by product of solving the problem Evolve content based on demand and usage Develop a KB of collective experience to date Reward learning collaboration & sharing & improving What are the key KCS Principles? correct answersCapture in...
Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R correct answersa) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? correct answersCustomer Satisfaction For which KPI area is AHT (Average Handl...
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Add to cartWhich factors influence KPIs, and business challenges for call centers? Hint: C-C-R correct answersa) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? correct answersCustomer Satisfaction For which KPI area is AHT (Average Handl...
A service solution should include: correct answers1. Improved Accountability and Metrics Transparency 2. Connected Support 3. Reduce interaction handle time 4. Imrpove collab across all Customer Support 5. Increase 1st Call Resolution 6. Increase Sales access to service related info 7. Crea...
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Add to cartA service solution should include: correct answers1. Improved Accountability and Metrics Transparency 2. Connected Support 3. Reduce interaction handle time 4. Imrpove collab across all Customer Support 5. Increase 1st Call Resolution 6. Increase Sales access to service related info 7. Crea...
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consult...
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Add to cartA consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consult...
self-service, case resolution, training correct answersBenefits of Implementing a Knowledge Base: 1. Enables _____________ 2. reduces ____________ ____________ time 3. reduces agent ____________ time bc they can reference the knowledge base to acquire information conversion rate, cross-sell ra...
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Add to cartself-service, case resolution, training correct answersBenefits of Implementing a Knowledge Base: 1. Enables _____________ 2. reduces ____________ ____________ time 3. reduces agent ____________ time bc they can reference the knowledge base to acquire information conversion rate, cross-sell ra...
Define Solution correct answersA solution is a detailed description of a customer issue and the resolution of that issue. Salesforce Knowledge capabilities correct answersWrite, edit, publish, and archive articles Attach articles to open or closed cases Use the Articles related list to track wh...
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Add to cartDefine Solution correct answersA solution is a detailed description of a customer issue and the resolution of that issue. Salesforce Knowledge capabilities correct answersWrite, edit, publish, and archive articles Attach articles to open or closed cases Use the Articles related list to track wh...
B. Financial Forecasting correct answersWhich one of the following is not a business challenge faced by a contact center? A. Employee Turnover B. Financial Forecasting C. Forecasting and Planning D. Business Continuity Planning E. Cost Management B. First call resolution C. Call quality c...
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Add to cartB. Financial Forecasting correct answersWhich one of the following is not a business challenge faced by a contact center? A. Employee Turnover B. Financial Forecasting C. Forecasting and Planning D. Business Continuity Planning E. Cost Management B. First call resolution C. Call quality c...
BD41-Universal Containers needs to set up a custom domain to create a branded Community experience with increased domain security. Which three steps should a Salesforce Admin take to meet these requirements? (Choose three.) A. Select the option to allow Advanced Security in Community Management....
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Add to cartBD41-Universal Containers needs to set up a custom domain to create a branded Community experience with increased domain security. Which three steps should a Salesforce Admin take to meet these requirements? (Choose three.) A. Select the option to allow Advanced Security in Community Management....
Cosmic Service Solutions would like to integrate case management in SF with the company's email domain and implement several additional features like automatic syncing, relating specific emails to multiple records and replying from SF to increase the efficiency of support agents. The company lacks ...
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Add to cartCosmic Service Solutions would like to integrate case management in SF with the company's email domain and implement several additional features like automatic syncing, relating specific emails to multiple records and replying from SF to increase the efficiency of support agents. The company lacks ...
What are the OWD access levels for the External sharing model? correct answers1. Controlled by Parent (For contacts, you must set Controlled by Parent for both the default internal and external access. 2. Private 3. Public Read-Only 4. Public Read/Write What objects support external org-wide ...
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Add to cartWhat are the OWD access levels for the External sharing model? correct answers1. Controlled by Parent (For contacts, you must set Controlled by Parent for both the default internal and external access. 2. Private 3. Public Read-Only 4. Public Read/Write What objects support external org-wide ...
Service Console correct answersHelp desk that lets anyone on your service team see a personalized view of each customer and their case Service Console Benefits correct answers1. Split Views 2. Related record and related lists 3. Highlights panel 4. Compact case feed 5. Knowledge C...
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Add to cartService Console correct answersHelp desk that lets anyone on your service team see a personalized view of each customer and their case Service Console Benefits correct answers1. Split Views 2. Related record and related lists 3. Highlights panel 4. Compact case feed 5. Knowledge C...
The Capricorn Coffee Community contains a section focused on Coffee Bean Types. That section contains areas focused on Java, Arusha, and Pacamara. A Salesforce Admin needs to make sure that end users can easily discover the Jave, Arusha, and Pacamara sections. When setting up the Community, which tw...
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Add to cartThe Capricorn Coffee Community contains a section focused on Coffee Bean Types. That section contains areas focused on Java, Arusha, and Pacamara. A Salesforce Admin needs to make sure that end users can easily discover the Jave, Arusha, and Pacamara sections. When setting up the Community, which tw...
What are three considerations when adding a report chart to a Console Component? correct answers- The report is shared with a Chatter Group - The report chart is added to the Page Layout - The report contains a chart Universal Containers wants to help customer resolve issues by browsing Knowled...
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Add to cartWhat are three considerations when adding a report chart to a Console Component? correct answers- The report is shared with a Chatter Group - The report chart is added to the Page Layout - The report contains a chart Universal Containers wants to help customer resolve issues by browsing Knowled...
Automation Rules (5) correct answers1. Assignment rules - automatically assign incoming cases to agents 2. Auto-Response Rules - personalized email response can be sent as initial response to the contact who created a case 3. Escalation Rules - cases can be escalated to the right people when they ...
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Add to cartAutomation Rules (5) correct answers1. Assignment rules - automatically assign incoming cases to agents 2. Auto-Response Rules - personalized email response can be sent as initial response to the contact who created a case 3. Escalation Rules - cases can be escalated to the right people when they ...
Implementation Plan - Phases (6) correct answers1. Plan Phase (& Discovery Step) 2. Analyze Phase 3. Design Phase 4. Build Phase 5. Validate Phase 6. Deploy Phase Plan Phase Activities (6) correct answers1. Consulting team kickoff 2. Confirm client resources and roles 3. Establish governan...
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Add to cartImplementation Plan - Phases (6) correct answers1. Plan Phase (& Discovery Step) 2. Analyze Phase 3. Design Phase 4. Build Phase 5. Validate Phase 6. Deploy Phase Plan Phase Activities (6) correct answers1. Consulting team kickoff 2. Confirm client resources and roles 3. Establish governan...
External User License Types correct answers5 different types: 1. External Apps 2. Customer Community 3. Customer Community Plus 4. Partner Community 5. Channel Accounts Lightning External Apps Plus License correct answersGood for B2C interactions; minimal interactions with SFDC records ...
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Add to cartExternal User License Types correct answers5 different types: 1. External Apps 2. Customer Community 3. Customer Community Plus 4. Partner Community 5. Channel Accounts Lightning External Apps Plus License correct answersGood for B2C interactions; minimal interactions with SFDC records ...
Questions from Sales Cloud cert prep workshop-Jeopardy correct answersQuestions from Sales Cloud cert prep workshop-Jeopardy It is best practice to limit the workflows on Leads because Leads will not be converted if there is an applicable workflow action on it. True or False correct answersTru...
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Add to cartQuestions from Sales Cloud cert prep workshop-Jeopardy correct answersQuestions from Sales Cloud cert prep workshop-Jeopardy It is best practice to limit the workflows on Leads because Leads will not be converted if there is an applicable workflow action on it. True or False correct answersTru...
be correct answersUniversal Containers have asked you to help them set up their Salesforce Community and one of their requirements is to make Reports and Content available to members. What Community licence type(s) would you recommend? [Select 2] A- Salesforce B- Customer Community Plus C- ...
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Add to cartbe correct answersUniversal Containers have asked you to help them set up their Salesforce Community and one of their requirements is to make Reports and Content available to members. What Community licence type(s) would you recommend? [Select 2] A- Salesforce B- Customer Community Plus C- ...
Which three ways can Salesforce Data Cloud support the Customer 360 Experience? A. Create unified customer profiles across all touchpoints by connecting identities, engagement data, customer orders, loyalty, and marketing journeys. B. Auto-convert all of your data across your IT Ecosystem into ins...
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Add to cartWhich three ways can Salesforce Data Cloud support the Customer 360 Experience? A. Create unified customer profiles across all touchpoints by connecting identities, engagement data, customer orders, loyalty, and marketing journeys. B. Auto-convert all of your data across your IT Ecosystem into ins...
course Primary object to create custom report type on a student who completed a particular course correct answersCourse Standard objects in EDA correct answersContacts, Relationships, Affiliations Associations between contact to contact correct answersRelationships Two types of objects in...
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Add to cartcourse Primary object to create custom report type on a student who completed a particular course correct answersCourse Standard objects in EDA correct answersContacts, Relationships, Affiliations Associations between contact to contact correct answersRelationships Two types of objects in...
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? A. Contact Salesforce to send a report on article efficac...
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Add to cartUniversal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? A. Contact Salesforce to send a report on article efficac...
Features of Salesforce Service Cloud Include what? correct answersCases Case feed Consol Help center Lightning app builder Macros Email phone web chat and social support Reports and dashboards What is the function of the case feed? correct answersIt provides the most relevant details of a...
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Add to cartFeatures of Salesforce Service Cloud Include what? correct answersCases Case feed Consol Help center Lightning app builder Macros Email phone web chat and social support Reports and dashboards What is the function of the case feed? correct answersIt provides the most relevant details of a...
The Director of Sales at Cosmic Circle Financial informs you that there is a lot of cost incurred in relationship-building activities with the wrong contacts. Newly recruited sales agents often invest time and resources in connecting with contacts who might not have any ability to influence a sales ...
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Add to cartThe Director of Sales at Cosmic Circle Financial informs you that there is a lot of cost incurred in relationship-building activities with the wrong contacts. Newly recruited sales agents often invest time and resources in connecting with contacts who might not have any ability to influence a sales ...
Universal Containers was bought by a larger company and needs to provide information on a monthly basis to the new parent company to help predict sales. Which data should the new parent company review? A. Dashboard of user login history B. Count of new lead records created C. Number of activi...
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Add to cartUniversal Containers was bought by a larger company and needs to provide information on a monthly basis to the new parent company to help predict sales. Which data should the new parent company review? A. Dashboard of user login history B. Count of new lead records created C. Number of activi...
The security model for Universal Containers in Private for the Case object. When a support case is raised by a user with the Customer Community license, internal users are not able to see those Cases. Internal users in the support role need to work on these Cases. How should internal users see these...
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Add to cartThe security model for Universal Containers in Private for the Case object. When a support case is raised by a user with the Customer Community license, internal users are not able to see those Cases. Internal users in the support role need to work on these Cases. How should internal users see these...
Salesforce Data Cloud Accredited Professional Exam correct answersThe Salesforce CDP Accredited Professional is designed for consultants who have experience implementing and consulting on Customer Data Platforms in a customer-facing role. This exam is for individuals who want to demonstrate their sk...
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Add to cartSalesforce Data Cloud Accredited Professional Exam correct answersThe Salesforce CDP Accredited Professional is designed for consultants who have experience implementing and consulting on Customer Data Platforms in a customer-facing role. This exam is for individuals who want to demonstrate their sk...
What does configuring Support Business Hours enable in the service cloud? correct answersAllows you to specify hours when your support team is unavailable to service customers. What are the default Support Business Hours set to? correct answers24 hours a day 7 days a week What is the purpose ...
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Add to cartWhat does configuring Support Business Hours enable in the service cloud? correct answersAllows you to specify hours when your support team is unavailable to service customers. What are the default Support Business Hours set to? correct answers24 hours a day 7 days a week What is the purpose ...
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