Exam Questions for Salesforce Service-Cloud-Consultant With Money Back Guarantee

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Salesforce Certified Service cloud consultant Sample Questions (Q55-Q60):

NEW QUESTION # 55
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A. Number of calls offered
B. Quality monitoring score
C. Agent utilization
D. Schedule adherence

Answer: C,D

Explanation:
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement

NEW QUESTION # 56
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which benefit can be expected?

A. Reduced first contact resolution time
B. Reduced issue resolution time
C. Reduced post-interaction time

Answer: B

Explanation:
Implementing a Knowledge-Centered Support (KCS) methodology focuses on integrating knowledge creation and maintenance into the problem-solving process. This approach ensures that as agents resolve customer issues, they simultaneously create or refine knowledge articles. Over time, this leads to a rich knowledge base that can be leveraged to solve similar issues more quickly, thus reducing the overall issue resolution time as agents and customers alike can find answers more efficiently.

NEW QUESTION # 57
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?

A. Service contracts
B. Milestones
C. Assets
D. Cases

Answer: A

NEW QUESTION # 58
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

A. Import the records and use duplicate management
B. Install data quality analysis dashboards from the appexchange
C. Standardize all rows to match salesforce data types
D. Deduplicate the data before importing into SF
E. Import records and cretae a a worflow rule to change the data type

Answer: B,C,D

Explanation:
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5

NEW QUESTION # 59
Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known
product bugs logged by the product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Web Services API to integrate the external database with Salesforce
C. Use Bulk API to load the product bug data into Salesforce
D. Create a custom product bug object and import data into Salesforce

Answer: A,B

NEW QUESTION # 60
......

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Exam Questions for Salesforce Service-Cloud-Consultant With Money Back Guarantee

Authorized Service-Cloud-Consultant Pdf | Latest Service-Cloud-Consultant Test Questions

Salesforce Certified Service cloud consultant Sample Questions (Q55-Q60):

100% Pass Quiz 2025 Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant – High Pass-Rate Test Questions

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