Salesforce Service Cloud Consultant

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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 consultant should take to address the issue?
A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
B. Add development resources to the project team to build out the additional requirements.
C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
D. Document the requirements gap and communicate development options to the project team

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A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the slide type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article tame to draft status

A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
D. Set up the article actions and assign publishers to each action

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields and layouts for the FAQ article type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article to draft status

A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the FAQ article type (rich text)

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
A. Follow the SMEs to receive automatic updates when they add case comments
B. Bookmark all the comments related to the issue from SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. @mention the SMEs on the case Chatter feed and follow the case

D. @mention the SMEs on the case Chatter feed and follow the case

A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case

A. Average number of activities per case
C. Total number of cases by origin

A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metrics should the contact center manager evaluate? (Choose 2)
A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case

A. Average number of activities per case
B. Average number of articles attached to a case

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
A. Hide the Article Management tab for users who should have read-only access to articles.
B. Set the organization-wide default to private and create sharing rules for the FAQ article type
C. Enable the Manage Articles permission for the publisher profile and assign it to users
D. Create a publisher profile that includes create access on the FAQ article type.

C. Enable the Manage Articles permission for the publisher profile and assign it to users
D. Create a publisher profile that includes create access on the FAQ article type.

A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers.
A. Set the organization-wide default to private and create sharing rules for the FAQ article type.
B. Enable the Manage Articles permission for the publisher profile and assign it to users.
C. Hide the Article Management tab for users who should have read-only access to articles.
D. Create a publisher profile that includes create access on the FAQ article type.

B. Enable the Manage Articles permission for the publisher profile and assign it to users.
D. Create a publisher profile that includes create access on the FAQ article type.

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
A. Service level agreement
B. First call resolution
C. Average handle time
D. Customer satisfaction survey

B. First call resolution
D. Customer satisfaction survey

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
A. Add the entitlements related list to contact records
B. Add the entitlement contacts related list to account records
C. Add the assets related list to contact records
D. Add the service contract related list to contact records

A. Add the entitlements related list to contact records

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support.
What solution should a consultant recommend to prevent this scenario from happening in the future?
A. Add the service contract related list to contact records
B. Add the entitlement contacts related list to account records
C. Add the entitlements related list to contact records
D. Add the assets related list to contact records

C. Add the entitlements related list to contact records

A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

a. Mass email
b. Communities
c. Public groups
d. Salesforce Chat

b. Communities
d. Salesforce Chat

A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
A. Implement an on demand telephony solution provided by a vendor.
B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
C. Create an API integration between Salesforce and the telephony system.
D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.

B. Use a computer telephony integration (CTI) adapter that supports its telephony system.

A customer has recently implemented an on-premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems.
What option should a consultant recommend?
A. Use a computer telephony integration (CTI) adapter that supports its telephony system
B. Create an API integration between Salesforce and the telephony system
C. Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit
D. Implement an on-demand telephony solution provided by a leading vendor

A. Use a computer telephony integration (CTI) adapter that supports its telephony system

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
- 10 million cases
- 1 million accounts
- 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
A. The Salesforce org may be slow during the data import
B. Related lists on the case object may be slow to populate
C. Salesforce reporting speed may be affected
D. Result may be slow when searching for records

C. Salesforce reporting speed may be affected
D. Result may be slow when searching for records

Salesforce Service Cloud Consultant

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