STANDARD SERVICE-CLOUD-CONSULTANT ANSWERS, SERVICE-CLOUD-CONSULTANT PDF DOWNLOAD

Standard Service-Cloud-Consultant Answers, Service-Cloud-Consultant PDF Download

Standard Service-Cloud-Consultant Answers, Service-Cloud-Consultant PDF Download

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To become a Salesforce Certified Service Cloud Consultant, candidates must possess a strong understanding of Salesforce Service Cloud and its capabilities. Candidates are required to have experience in implementing Service Cloud solutions and be able to design and build custom solutions that meet business requirements. They must also be proficient in configuring and customizing Salesforce Service Cloud to meet specific business needs.

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Salesforce Certified Service cloud consultant Sample Questions (Q55-Q60):

NEW QUESTION # 55
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After
researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still
owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

  • A. Create a case validation rule to ensure cases are owned by a user when closed.
  • B. Use a data tool to update the owner field on closed cases.
  • C. Create a case assignment rule to ensure cases are owned by a user when closed.
  • D. Create a Process Builder and Flow to change the owner on closed cases.

Answer: B,C


NEW QUESTION # 56
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2
answers.

  • A. Suggest articles for an email-to-case question
  • B. Recommend articles prior to a Live Agent session
  • C. Suggest articles for a web-to-case question
  • D. Recommend articles during a call for a support agent

Answer: B,C


NEW QUESTION # 57
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

  • A. Create a report using the Case snapshot report type
  • B. Create a report using the Case historical trending report type
  • C. Create a report using the Case Lifecyle report type
  • D. Create a report using the Case age report type

Answer: A

Explanation:
Explanation
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports


NEW QUESTION # 58
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

  • A. Number of knowledge articles in each data category.
  • B. Knowledge search query with no results.
  • C. Knowledge articles created by call center agents.
  • D. Knowledge articles with the lowest rating.

Answer: B,D

Explanation:
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports


NEW QUESTION # 59
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

  • A. Develop and publish a knowledge management system
  • B. Implement Field Service Lightning.
  • C. Integrate with an enterprise resource planning system.
  • D. Configure Visual Flows on Salesforce mobile.

Answer: B

Explanation:
Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview


NEW QUESTION # 60
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