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 Service-Cloud-Consultant Dumps with Practice Exam Questions Answers

Questions: 177 questions

Last Update: Mar 15, 2024

Service-Cloud-Consultant Question Includes: Single Choice Questions: 177,

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Service-Cloud-Consultant Questions and Answers

Question # 1

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and

Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.

What should a consultant recommend to meet the requirements?

A.

Add the Account object to Recent Items utility.

B.

Include the History utility in the console app.

C.

Mention the case number in a Chatter group.

Question # 2

The cost of providing contact center support has steadily increased. Universal Containers

wants to take cost-saving measures.

What should the consultant recommend?

A.

Configure a self-service Knowledge Base.

B.

Configure Skills-Based Routing for service channels.

C.

Create auto-response templates for Case emails.

Question # 3

Cloud Kicks is changing its case management system to Salesforce. All active accounts,

contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.

Which approach should a consultant use for data migration?

A.

Prepare, Plan, Test, Validate, Execute

B.

Plan, Prepare, Execute, Test, Validate

C.

Plan, Prepare, Test, Execute, Validate

Question # 4

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

A.

Inform users that the only way to create articles is from the Knowledge component.

B.

Enable Read/Write/Create permissions for Knowledge articles.

C.

Add the Manage Salesforce Knowledge permission to the user's profile.

Question # 5

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

A.

Case auto-response rule

B.

OmniStudio

C.

Salesforce Chat