Service Cloud Consultant Exam Questions And Answers
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What are three short term benefits of KCS implementation? - ANSWER 1. Improved
skills and job satisfaction
2. Reduced case escalation and increased confidence
3. Improved resolution times and first time resolution
Which type of call center has highest volume of calls? - ANSWER Telesales
What are three long term benefits of KCS implementation? - ANSWER 1. Proactive
customer engagement through analytics
2. Improved business processes, functionality, features, and policies
3. Improved user success in finding case resolutions through AI
What could reduce a high abandon rate at a contact center? - ANSWER 1. Increasing
the number of agents
How can knowledge base increase self service and improve operational efficiency? -
ANSWER 1. Create content as a product of solving issues
2. Develop a knowledge base from the organizations collective experience
Best Implementation Strategy to implement over time for BUs in different geographical
locations? - ANSWER Phased Approach
What are three tools that can be used to deploy metadata from a Sandbox to
production? - ANSWER 1. Visual Studio Code
2. Change Sets
3. Ant Migration Tool
Best Implementation Strategy to implement with lowest possible risk? - ANSWER
Parallel Run
Best Implementation Strategy to implement with lowest cost? - ANSWER Big Bang
What are three activities in app dev lifecycle that are performed too test release of an
application before deployment to production? - ANSWER 1. Regression Testing
2. Performance Testing
3. User Acceptance Testing
,What are ways to improve list view performance? (5) - ANSWER 1. Request support to
add an index to other database tables
2. Use AND statements instead of OR statements
3. Reduce the number of records returned by adding filters
4. Reduce Number of fields
5. Reduce number of formula fields
Which community template should be used to allow customers to view status of their
orders? (2) - ANSWER 1. Customer account portal
2. Salesforce tabs and Visualforce
What should an org do if they want a coaching tool but don't have the resources to
develop it themselves? - ANSWER 1. Look for an app on AppExchange
Which community template should be used to allow customers to post questions which
agents can convert into cases? - ANSWER Customer Service
Which solution would you suggest to allow support reps to gather feedback while on the
phone with customers? - ANSWER Build a flow that guides users through a survey
script
What should you use to set up groups of support agents who work together to resolve
product specific issues? - ANSWER Case teams
What are mobile capabilities that can be used by agents to manage customer cases on
the go? (3) - ANSWER 1. Update and collaborate on case records
2. Notification settings can be managed to keep a handle on cases and queues
3. Agents can accept new cases from the Salesforce mobile app
How can agents get support from supervisors over chat? (2) - ANSWER 1. Supervisors
can assist agents by accessing the chat, and sending private messages to the agent
2. Agents can raise a flag during a chat
What can be created to receive work items from case queues and route them to support
agents? - ANSWER Service Channel
What features are available in Field Service Lightning mobile app? (3) - ANSWER 1.
Depending on job type, technicians will be able to get guided instructions on how to
complete the job requirements via flow
2. Technicians will be notified of real-time updates about their service work orders
via push notifications
3. If needed, technicians will be able to collaborate with other employees via
Chatter in order to successfully complete a work order
, What are two considerations of using bulk macros? - ANSWER 1. Can send emails to
contacts on selected records
2. Can update field values on multiple records
Standard features of FSL? (3) - ANSWER 1. Track location and status of inventory and
customer sites
2. Create records representing technicians and installer s and include details such as
skills, location, and availability
3. Create maintenance plans and templates that techs will use for field service tasks
Which tabs can be used by managers to view information about cases assigned to
queues and pending cases for skills-based-routing? (2) - ANSWER 1. Assigned work
2. Skills backlog
Two methods to reduce CS cost while maintaining level of support? - ANSWER 1.
Email templates
2. Public Knowledge base
How can you improve report performance? (3) - ANSWER 1. Remove unnecessary
fields from reports
2. Add time frame features
3. Create filters on indexed fields
What can be used to allow customers to book an appointment for themselves and
receive a text or email reminder? - ANSWER Lightning scheduler to set up inbound
scheduling
How can a support director set a limit on agent capacity to ensure that agents are able
to work cases without degrading the quality of service - (cases should remain assigned
and applied to capacity until they are closed)? (2) - ANSWER 1. Presence
Configurations
2. Status-Based Capacity Model
What is the status-based capacity model? - ANSWER Measures capacity of agent
based on status of work items assigned to the agent, which allows them to only accept
new cases once capacity has been released by closing cases
What is the tab-based capacity model? - ANSWER Measures agent capacity by
number of open console tabs in service console
How can a manager be notified immediately when a high value customer opens a case?
- ANSWER Create a workflow rule with an email alert that notifies the support manager
Verified 100% Correct
What are three short term benefits of KCS implementation? - ANSWER 1. Improved
skills and job satisfaction
2. Reduced case escalation and increased confidence
3. Improved resolution times and first time resolution
Which type of call center has highest volume of calls? - ANSWER Telesales
What are three long term benefits of KCS implementation? - ANSWER 1. Proactive
customer engagement through analytics
2. Improved business processes, functionality, features, and policies
3. Improved user success in finding case resolutions through AI
What could reduce a high abandon rate at a contact center? - ANSWER 1. Increasing
the number of agents
How can knowledge base increase self service and improve operational efficiency? -
ANSWER 1. Create content as a product of solving issues
2. Develop a knowledge base from the organizations collective experience
Best Implementation Strategy to implement over time for BUs in different geographical
locations? - ANSWER Phased Approach
What are three tools that can be used to deploy metadata from a Sandbox to
production? - ANSWER 1. Visual Studio Code
2. Change Sets
3. Ant Migration Tool
Best Implementation Strategy to implement with lowest possible risk? - ANSWER
Parallel Run
Best Implementation Strategy to implement with lowest cost? - ANSWER Big Bang
What are three activities in app dev lifecycle that are performed too test release of an
application before deployment to production? - ANSWER 1. Regression Testing
2. Performance Testing
3. User Acceptance Testing
,What are ways to improve list view performance? (5) - ANSWER 1. Request support to
add an index to other database tables
2. Use AND statements instead of OR statements
3. Reduce the number of records returned by adding filters
4. Reduce Number of fields
5. Reduce number of formula fields
Which community template should be used to allow customers to view status of their
orders? (2) - ANSWER 1. Customer account portal
2. Salesforce tabs and Visualforce
What should an org do if they want a coaching tool but don't have the resources to
develop it themselves? - ANSWER 1. Look for an app on AppExchange
Which community template should be used to allow customers to post questions which
agents can convert into cases? - ANSWER Customer Service
Which solution would you suggest to allow support reps to gather feedback while on the
phone with customers? - ANSWER Build a flow that guides users through a survey
script
What should you use to set up groups of support agents who work together to resolve
product specific issues? - ANSWER Case teams
What are mobile capabilities that can be used by agents to manage customer cases on
the go? (3) - ANSWER 1. Update and collaborate on case records
2. Notification settings can be managed to keep a handle on cases and queues
3. Agents can accept new cases from the Salesforce mobile app
How can agents get support from supervisors over chat? (2) - ANSWER 1. Supervisors
can assist agents by accessing the chat, and sending private messages to the agent
2. Agents can raise a flag during a chat
What can be created to receive work items from case queues and route them to support
agents? - ANSWER Service Channel
What features are available in Field Service Lightning mobile app? (3) - ANSWER 1.
Depending on job type, technicians will be able to get guided instructions on how to
complete the job requirements via flow
2. Technicians will be notified of real-time updates about their service work orders
via push notifications
3. If needed, technicians will be able to collaborate with other employees via
Chatter in order to successfully complete a work order
, What are two considerations of using bulk macros? - ANSWER 1. Can send emails to
contacts on selected records
2. Can update field values on multiple records
Standard features of FSL? (3) - ANSWER 1. Track location and status of inventory and
customer sites
2. Create records representing technicians and installer s and include details such as
skills, location, and availability
3. Create maintenance plans and templates that techs will use for field service tasks
Which tabs can be used by managers to view information about cases assigned to
queues and pending cases for skills-based-routing? (2) - ANSWER 1. Assigned work
2. Skills backlog
Two methods to reduce CS cost while maintaining level of support? - ANSWER 1.
Email templates
2. Public Knowledge base
How can you improve report performance? (3) - ANSWER 1. Remove unnecessary
fields from reports
2. Add time frame features
3. Create filters on indexed fields
What can be used to allow customers to book an appointment for themselves and
receive a text or email reminder? - ANSWER Lightning scheduler to set up inbound
scheduling
How can a support director set a limit on agent capacity to ensure that agents are able
to work cases without degrading the quality of service - (cases should remain assigned
and applied to capacity until they are closed)? (2) - ANSWER 1. Presence
Configurations
2. Status-Based Capacity Model
What is the status-based capacity model? - ANSWER Measures capacity of agent
based on status of work items assigned to the agent, which allows them to only accept
new cases once capacity has been released by closing cases
What is the tab-based capacity model? - ANSWER Measures agent capacity by
number of open console tabs in service console
How can a manager be notified immediately when a high value customer opens a case?
- ANSWER Create a workflow rule with an email alert that notifies the support manager
