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Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Questions 4

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

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Questions 5

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.

Which primary object should a consultant select to create a new Omni-Channel report type?

Options:

A.

Agent Detail

B.

Agent Work

C.

Assigned Work

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Questions 6

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the

Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.

What should a consultant recommend to automate the Approval Process?

Options:

A.

Update the Approval Process to Auto-launch.

B.

Create a Lightning Web Component action for Approval Process.

C.

Create an autolaunched Flow.

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Questions 7

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?

Options:

A.

Enable Chat in an Experience Cloud site.

B.

Create a self-service help Center

C.

Allow comments on Knowledge articles.

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Questions 8

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.

Which approach should a consultant implement?

Options:

A.

Establish Case Assignment rules.

B.

Create a Flow with a scheduled path.

C.

Configure Case Escalation rules.

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Questions 9

Universal Containers has a case handling process that requires each case to go through a

series of steps within a specified amount of time from case submission to case closure.

Which solution should a consultant recommend to meet these requirements?

Options:

A.

Define entitlements and milestones.

B.

Enable and configure Omni-Channel routing.

C.

Implement Lightning flow with time-based actions.

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Questions 10

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

Options:

A.

The report must be used on a Dashboard.

B.

The report must have a standard Report Type.

C.

The report must contain a chart.

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Questions 11

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

How should the consultant recommend delivering a successful implementation?

Options:

A.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

B.

Generate all of the requirements with UC executives and then develop the project schedule.

C.

Finish all of the project requirements at once and deliver a complete solution.

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Questions 12

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

Options:

A.

Number of closed cases

B.

Agent utilization

C.

Deflection rate

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Questions 13

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

Options:

A.

Chat Supervisor tab and Whisper Messages

B.

Incident Management tab and Whisper Messages

C.

Omni-Channel Supervisor and Whisper Messages

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Questions 14

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and

integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's

development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

Options:

A.

Postpone the release to the production org so the team can finish the project before the release is deployed.

B.

Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C.

Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

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Questions 15

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

Options:

A.

Inform users that the only way to create articles is from the Knowledge component.

B.

Enable Read/Write/Create permissions for Knowledge articles.

C.

Add the Manage Salesforce Knowledge permission to the user's profile.

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Questions 16

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Options:

A.

Experience Cloud with payment processing

B.

Einstein Bots with check processing

C.

Service Cloud Voice with Tele-pay

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Questions 17

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?

Options:

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.

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Questions 18

Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.

Following best practices, which development and deployment path should a consultant recommend?

Options:

A.

Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

B.

Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

C.

Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

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Questions 19

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Options:

A.

Case report grouped by Call Center

B.

Case History report grouped by Call Center

C.

Dynamic Dashboard grouped by Call Center

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Questions 20

Universal Containers (UC) provides customer support for two separate business groups. UC

requires that cases for each business group have different support processes and fields.

Which feature should a consultant implement to meet the requirement?

Options:

A.

Omni-Channel

B.

Record Types

C.

Dynamic Forms

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Questions 21

Cloud Kicks' development team must manage multiple projects that compete for limited

resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

Options:

A.

Test

B.

Design

C.

Enablement

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Questions 22

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

Options:

A.

Approval Processes

B.

Support Types

C.

Support Processes

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Questions 23

Universal Containers wants to allow customers to send messages to agents in Service

Console via their preferred mobile app.

Which feature should a consultant recommend?

Options:

A.

Einstein Bots

B.

OmniStudio

C.

Messaging

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Questions 24

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options:

A.

Web-to-Case

B.

On-Demand Email-to-Case

C.

Email-to-Case

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Questions 25

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?

Options:

A.

Standard Web-to-Case with assignment rules

B.

Omni-Channel with prioritized queues

C.

Standard Email-to-Case with assignment rules

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Questions 26

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

Options:

A.

Train on keyboard shortcuts.

B.

Prepare macros.

C.

Create multiple console layouts.

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Questions 27

A consultant has been hired to integrate a client's phone system with the Service Console.

What is the consultant required to do during this integration?

Options:

A.

Enable the Lightning Console.

B.

Configure the CTI Adapter.

C.

Add the utility bar to the app.

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Questions 28

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.

What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

Options:

A.

Develop custom Knowledge reports and dashboards.

B.

Create a review board to evaluate and manage Knowledge articles.

C.

Install the Knowledge Base Dashboards & Reports AppExchange package.

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Questions 29

Cloud Kicks is changing its case management system to Salesforce. All active accounts,

contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.

Which approach should a consultant use for data migration?

Options:

A.

Prepare, Plan, Test, Validate, Execute

B.

Plan, Prepare, Execute, Test, Validate

C.

Plan, Prepare, Test, Execute, Validate

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Questions 30

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

Options:

A.

Run a macro on each case.

B.

Use a mass Quick Action.

C.

Use a keyboard shortcut.

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Questions 31

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.

Which solution meets these requirements?

Options:

A.

Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.

B.

Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.

C.

Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

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Questions 32

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options:

A.

Click Publish after the Approval Process.

B.

Set the status to Published fram the Knowledge approval page.

C.

Set the final approval action to 'Lock the record for editing’.

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Questions 33

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.

What is a cost-effective method for agents to create these activities?

Options:

A.

Execute a macro

B.

Navigate a Screen Flow.

C.

Leverage Einstein Case Wrap-Up.

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Questions 34

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

Options:

A.

In-App Guidance

B.

Einstein Next Best Action

C.

Actions & Recommendations

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Questions 35

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Options:

A.

Enable Case Merge.

B.

Set up duplicate rules on Case.

C.

Create an autolaunched Flow,

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Questions 36

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin

has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

Options:

A.

Use Data Loader periodically to assign these cases to a default owner.

B.

Create a case validation rule to ensure cases are owned by a user when closed.

C.

Create a case assignment rule to ensure cases are owned by a user when closed.

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Questions 37

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that

are incorrectly associated with the account assigned on the case.

What should a consultant recommend to meet the requirements and help service agents?

Options:

A.

Enable lookup filters.

B.

Configure a Quick Action.

C.

Set OWD sharing to Private.

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Questions 38

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements

only or Entitlements plus Service Contracts is the correct solution.

Which question should the consultant ask to determine the preferred solution?

Options:

A.

Will customers access Knowledge articles through Experience Cloud?

B.

Is support provided on a periodic basis and renewed annually?

C.

Do multiple versions of the Entitlements need to be created and maintained?

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Questions 39

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

Options:

A.

Add the Case's Entitlement related list to the Case Lightning Record Page.

B.

Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C.

Add the related Account's Entitlement related list to the Case Lightning Record Page.

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Questions 40

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product

specialization?

Options:

A.

Create a data category for each product. Assign data categories to service agents.

B.

Create an article action for each record type. Assign record types to service agents.

C.

Create a permission set for each record type. Assign permissions to service agents.

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Questions 41

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and

Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.

What should a consultant recommend to meet the requirements?

Options:

A.

Add the Account object to Recent Items utility.

B.

Include the History utility in the console app.

C.

Mention the case number in a Chatter group.

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Questions 42

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.

Which feature will provide the required level of access?

Options:

A.

View All for Case

B.

Case teams

C.

Manager groups

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Questions 43

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

Options:

A.

Slack Connect

B.

Service GPT

C.

Einstein Bots

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Questions 44

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

Options:

A.

Macros

B.

Quick action

C.

Flow

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Questions 45

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

Options:

A.

Territory Rule

B.

Read-Only

C.

Private

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Questions 46

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which benefit can be expected from KCS adoption?

Options:

A.

Reduced administrative overhead

B.

Reduced need for self-service

C.

Reduced issue resolution time

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Questions 47

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Options:

A.

Create queues with support agents and use assignment rules.

B.

Predefine case teams and use assignment rules.

C.

Configure Web-to-Case and use assignment rules,

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Questions 48

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a

billing problem. The following considerations need to be taken into account:

* Billing data is stored in an external system containing over 20 million records.

* Only the finance department has direct access to the billing system.

Which solution should a consultant recommend?

Options:

A.

Create a custom tab that displays a search page from the billing system.

B.

Integrate payment data into Salesforce from the billing system using custom objects.

C.

Configure Salesforce Connect and External Objects to the billing system.

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Questions 49

How should a consultant configure a report that shows the average number of days that Cases stay open?

Options:

A.

Create a formula field on Case to calculate the average age.

B.

Create a report snapshot of the number of open Cases each day.

C.

Use the standard Case age field on the resort.

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Questions 50

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.

What should the agent do next?

Options:

A.

End the messaging session with the customer.

B.

Mark the messaging session as customer Inactive.

C.

Leave the messaging session with the customer open.

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Questions 51

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

Options:

A.

Set up escalation rules.

B.

Set up self-service Knowledge.

C.

Set up assignment rules and case queues.

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Questions 52

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The

company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

Options:

A.

Topics for objects

B.

Data Category groups

C.

Screen Flow

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Questions 53

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Options:

A.

Chatter

B.

Omni-Channel Supervisor

C.

Flow Orchestrator

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Exam Name: Salesforce Certified Service cloud consultant (SU24)
Last Update: Dec 8, 2024
Questions: 174

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