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Salesforce Certified Service cloud consultant Sample Questions (Q30-Q35):
NEW QUESTION # 30
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Agile
- B. Waterfall
- C. Kanban
- D. Force.com IDE
Answer: A
NEW QUESTION # 31
Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)
- A. Make knowledge base articles and community answers accessible on its website.
- B. Hire contact center representatives that specialize in each of the product categories.
- C. Redirect users from the company site to social media forums about the products.
- D. Make contact center representatives accessible 24/7 to distribute the call volume.
Answer: A
NEW QUESTION # 32
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?
- A. Use Dynamic Forms to conditionally hide the one-click field.
- B. Set the Contact Do not Call field value to true.
- C. Configure Dialer to use Voicemail Crop by default.
- D. Configuration a Validation Rule to block on-click calling.
Answer: A
NEW QUESTION # 33
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Improve Validation Ru!e messages.
- B. Use Einstein Next Best Action.
- C. Configure Path for Cases.
- D. Implement record types and pege layouts.
Answer: D
NEW QUESTION # 34
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,
Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its
centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and
reporting.
- B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and
tandardization.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst
build a combined report.
- D. Assign a global team of experienced agents and leaders to create a common design template and report
structure.
Answer: D
NEW QUESTION # 35
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