EXAM SERVICE-CLOUD-CONSULTANT PREVIEW & SERVICE-CLOUD-CONSULTANT NEW DUMPS QUESTIONS

Exam Service-Cloud-Consultant Preview & Service-Cloud-Consultant New Dumps Questions

Exam Service-Cloud-Consultant Preview & Service-Cloud-Consultant New Dumps Questions

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Salesforce Service-Cloud-Consultant exam is a multiple-choice exam that consists of 60 questions. Candidates have 105 minutes to complete the exam and must score a minimum of 68% to pass. Service-Cloud-Consultant Exam covers a range of topics such as designing and implementing Service Cloud solutions, managing cases and solutions, and configuring Salesforce Knowledge.

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Salesforce Certified Service cloud consultant Sample Questions (Q134-Q139):

NEW QUESTION # 134
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

  • A. Configure IVR routing to bypass Tier 1 for the product line.
  • B. Create Knowledge Articles and publish internally and publicly.
  • C. Create a dashboard to track and manage call volumes by type.
  • D. Configure Omni-channel to assign cases directly to Tier 2.

Answer: B

Explanation:
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview


NEW QUESTION # 135
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

  • A. Customer Chatter groups
  • B. On-Demand Email-to-Case
  • C. Web-to-Case
  • D. Emall-to-Case

Answer: D


NEW QUESTION # 136
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  • A. On a utility bar of the Lightning App
  • B. On a record Activity Feed list
  • C. On a record Highlights Panel
  • D. On the Calendar right hand panel

Answer: A,B

Explanation:
Explanation
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages


NEW QUESTION # 137
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 three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

  • A. Quick Text
  • B. Omni-Channel
  • C. Chatter
  • D. Publisher Actions
  • E. Macros

Answer: A,D,E

Explanation:
Explanation
Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified References: Sales Cloud Productivity Best Practices


NEW QUESTION # 138
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

  • A. Enable Work Orders.
  • B. Create an Entitlement Process.
  • C. Configure Service Contracts.
  • D. Set up Milestones.

Answer: B,D


NEW QUESTION # 139
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