FREE SERVICE-CLOUD-CONSULTANT BRAIN DUMPS, RELIABLE SERVICE-CLOUD-CONSULTANT EXAM LABS

Free Service-Cloud-Consultant Brain Dumps, Reliable Service-Cloud-Consultant Exam Labs

Free Service-Cloud-Consultant Brain Dumps, Reliable Service-Cloud-Consultant Exam Labs

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Salesforce Service-Cloud-Consultant Certification Exam is designed to test an individual's knowledge and skills in implementing and designing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification validates that the candidate possesses the expertise required to provide world-class service and support to clients using Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam covers topics such as service cloud architecture, designing and building service solutions, implementing service cloud solutions, and managing service cloud environments.

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The benefits of obtaining a Salesforce Service Cloud Consultant certification are numerous. Certified professionals stand out in the job market and are highly sought after by organizations looking for experts in the Salesforce Service Cloud. Certified professionals also gain access to a community of other certified professionals, which can provide valuable networking opportunities and access to exclusive resources.

Salesforce Certified Service cloud consultant Sample Questions (Q170-Q175):

NEW QUESTION # 170
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

  • A. Omni-Channel
  • B. Page Layouts
  • C. Support Processes
  • D. Record Types
  • E. Article Types

Answer: B,C,D

Explanation:
Explanation
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type.
Verified References: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview


NEW QUESTION # 171
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

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

Answer: A

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 # 172
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

  • A. The chat transcripts and case are transferred
  • B. Both Service Reps can chat with the customer
  • C. The Customer is shown the new Rep's name
  • D. The Customer doesn't know they were transferred

Answer: A,C

Explanation:
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats


NEW QUESTION # 173
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

  • A. Streamline the agent interface.
  • B. Offer supports through Facebook and twitter.
  • C. Implement team productivity dashboards.
  • D. Enable templates for written responses.

Answer: A,D


NEW QUESTION # 174
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to
ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports
these requirements?

  • A. Add the Submit Feedback button to articles.
  • B. Allow agents to create Knowledge articles when closing a case.
  • C. Require agents to create Knowledge articles when opening a case.
  • D. Add the Submit Feedback button on the Solutions tab.

Answer: B


NEW QUESTION # 175
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