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SERVICE-CLOUD-CONSULTANT Dumps

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Vendor: Salesforce

Certifications: Service Cloud Consultant

Exam Name: Salesforce Certified Service cloud consultant

Exam Code: SERVICE-CLOUD-CONSULTANT

Total Questions: 409 Q&As ( View Details)

Last Updated: Mar 12, 2024

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SERVICE-CLOUD-CONSULTANT Q&A's Detail

Exam Code: SERVICE-CLOUD-CONSULTANT
Total Questions: 409
Single & Multiple Choice 409

SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Questions 1

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

A. Customer Community

B. Field Service Lightning

C. SOS Video Chat

D. Salesforce Knowledge

Show Answer
Questions 2

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create separate data category groups for each division and assign the category to a division profile.

B. Create a sharing rule for each division to provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on criteria of the article.

D. Create a single data category group for each division and provide access using the role hierarchy.

Show Answer
Questions 3

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Choose 2 answers

A. Simplify the interactive voice response (IVR) tree.

B. Set up Email-to-Case.

C. Use Assignment rules and case queues.

D. Add additional agents to lower average hold time.

Show Answer
Questions 4

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

A. Implement Service Cloud console to support agents

B. Leverage Live Agent for web-based chat

C. Enable service contracts and entitlements

D. Implement Salesforce Knowledge on a portal

Show Answer
Questions 5

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

A. Create a task related to the article with a reminder set for the article start date.

B. Create a workflow rule to update the article status to Published on the article start date.

C. Set the article publish date to automatically display the article on the start datE.

D. Send an email reminder to update the article status to Published on the start date.

Show Answer More Questions

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