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Pass the Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant Questions and answers with Dumpstech
Cloud Kicks (CK) uses Service Cloud to manage its customer support, and its inventory and order data is stored in Snowflake. CK's customers use support to ask about their orders and request replacement items. CK wants to avoid duplicating this data in Salesforce but still provide real-time, actionable insights for support reps.
What should the Service Cloud Consultant recommend so that support reps will have a comprehensive view of their customers' order history?
Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.
What should the Service Cloud Consultant recommend?
Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls
and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?
Cloud Kicks uses the Service Console and work items to route cases to available service reps. The service reps need a way to see work they have accepted and incoming items.
Which feature should the Service Cloud Consultant recommend?
Universal Containers (UC) has a policy that requires all email traffic to remain within its
firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from
customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
Universal Containers wants to set a custom field on the messaging session based on the URL from which the conversation originated.
What should a consultant recommend to meet the requirement?
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to
customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions.
A Service Cloud consultant has recently implemented a public Knowledge base.
