EFFECTIVE SALESFORCE SERVICE-CLOUD-CONSULTANT QUESTIONS - GET READY FOR THE SERVICE-CLOUD-CONSULTANT EXAM

Effective Salesforce Service-Cloud-Consultant Questions - Get Ready For The Service-Cloud-Consultant Exam

Effective Salesforce Service-Cloud-Consultant Questions - Get Ready For The Service-Cloud-Consultant Exam

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Salesforce Certified Service cloud consultant Sample Questions (Q10-Q15):

NEW QUESTION # 10
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

  • A. Assign team-based roles to the associated product article types
  • B. Assign team-based roles to the associated product data category value
  • C. Assign team-based profiles to the associated product article types
  • D. Assign team-based profiles to the associated product data category value

Answer: B


NEW QUESTION # 11
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

  • A. Enable Omni-Channel Case assignment
  • B. Define separate Record Types for Tier 1 and Tier 2
  • C. Implement Lightning Guided Engagement
  • D. Configure a Visual Flow Troubleshooting Action

Answer: C,D


NEW QUESTION # 12
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

  • A. Social Customer Service
  • B. Open CT1
  • C. Embedded Chat Window
  • D. Contact Requests

Answer: C

Explanation:
Explanation
Embedded Chat Window is the functionality that a consultant should recommend implementing to resolve the issue of heavy amount of phone calls and customer complaints about the hold time. Embedded Chat Window is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Window can be added to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Window also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Embedded Chat Window can help reduce the volume of phone calls and improve customer satisfaction by providing an alternative and convenient channel for customers to get support for complex product issues. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview


NEW QUESTION # 13
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

  • A. Service Console Knowledge Components
  • B. Data Categories and Article Actions
  • C. Service Console Profile Assignments
  • D. Data Categories and Article Types

Answer: A,D


NEW QUESTION # 14
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

  • A. Enable article customization for open cases.
  • B. Enable agents to create their own personal articles.
  • C. Create an email template to send articles as PDF attachments.
  • D. Enable suggested articles on new cases.
  • E. Enable article submission during case close.

Answer: C,D,E

Explanation:
Explanation
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates


NEW QUESTION # 15
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