RELIABLE SERVICE-CLOUD-CONSULTANT EXAM SYLLABUS & SERVICE-CLOUD-CONSULTANT TEST ANSWERS

Reliable Service-Cloud-Consultant Exam Syllabus & Service-Cloud-Consultant Test Answers

Reliable Service-Cloud-Consultant Exam Syllabus & Service-Cloud-Consultant Test Answers

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Tags: Reliable Service-Cloud-Consultant Exam Syllabus, Service-Cloud-Consultant Test Answers, Service-Cloud-Consultant Valid Dumps Questions, Service-Cloud-Consultant Pass Guaranteed, Downloadable Service-Cloud-Consultant PDF

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Salesforce Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work with the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification is ideal for those who want to demonstrate their ability to implement and maintain Service Cloud solutions for their organizations. Service-Cloud-Consultant Exam covers a wide range of topics, from service cloud architecture to integration and automation.

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Service-Cloud-Consultant Test Answers & Service-Cloud-Consultant Valid Dumps Questions

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Salesforce Certified Service cloud consultant Sample Questions (Q162-Q167):

NEW QUESTION # 162
Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts.
Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?

  • A. Create a folder for each product line and share them with the specific users.
  • B. Assign the quick texts to Data Categories with access to the appropriate profiles.
  • C. Set the organization-wide default to Private and create sharing rules to share with roles.
  • D. Add a permission set for Read access to the appropriate product line.

Answer: A

Explanation:
In scenarios where support reps need access to quick texts specific to their product line, creating a folder for each product line and sharing them with the respective users is an efficient solution. This approach allows for the organization and segregation of quick texts relevant to each product line, ensuring reps have access to only the resources pertinent to their area of support. This method enhances the efficiency and relevance of communications with customers by providing tailored responses.


NEW QUESTION # 163
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

  • A. Service-Cloud-Consultant Migrate parent and child cases together.
  • B. Migrate parent cases first
  • C. Migrate child cases first.

Answer: A

Explanation:
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.


NEW QUESTION # 164
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)

  • A. Chatter groups for customer
  • B. Visibility into service entitlements
  • C. Predictive dialer for outbound calls
  • D. Mobile access to case information

Answer: B,D


NEW QUESTION # 165
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?

  • A. Lightning Utility Bar
  • B. Service Console
  • C. Quick Text
  • D. Macros

Answer: D

Explanation:
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5


NEW QUESTION # 166
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

  • A. Add the Knowledge tab to the Console app.
  • B. Create email templates with Knowledge Articles attached.
  • C. Add the Suggested Article widget to the Case page layout.
  • D. Add the Knowledge Component to the Service Console.

Answer: D

Explanation:
Explanation
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component provides suggested article functionality to Lightning Service Console users by automatically recommending articles that match the case subject, description, or data categories. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component


NEW QUESTION # 167
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