DETAILED SERVICE-CLOUD-CONSULTANT STUDY DUMPS - DUMPS SERVICE-CLOUD-CONSULTANT VCE

Detailed Service-Cloud-Consultant Study Dumps - Dumps Service-Cloud-Consultant Vce

Detailed Service-Cloud-Consultant Study Dumps - Dumps Service-Cloud-Consultant Vce

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Professionals who achieve the Salesforce Service-Cloud-Consultant certification are recognized as experts in Salesforce Service Cloud and are equipped to deliver exceptional customer service experiences. Salesforce Certified Service cloud consultant certification not only validates the skills and knowledge of professionals but also opens up numerous career opportunities in the field of Salesforce Service Cloud. With the increasing demand for customer-centric solutions, the Salesforce Service-Cloud-Consultant certification is an excellent way to enhance your career prospects and gain a competitive edge in the job market.

To be eligible to take the Salesforce Service-Cloud-Consultant Exam, candidates must have a solid understanding of Salesforce fundamentals, including the platform's architecture, data model, security model, and reporting capabilities. They should also have hands-on experience with Service Cloud implementations, as well as experience working with customers to identify their needs and develop solutions that meet those needs.

Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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Salesforce Certified Service cloud consultant Sample Questions (Q132-Q137):

NEW QUESTION # 132
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

  • A. Configure Case Assignment Rules to use Users.
  • B. Configure Case Assignment Rules to use Queues.
  • C. Configure Omni-Channel Routing Model as Most Available.
  • D. Configure Omni-Channel Routing Model as Least Active.

Answer: B

Explanation:
Case assignment rules are used to automatically assign cases to users or queues based on certain criteria, such as case origin, type, priority, or product. Queues are collections of records that can be accessed by multiple users who share the same job function or skill. By configuring case assignment rules to use queues, the Support Manager can ensure that cases are distributed evenly across the team and that agents can work on the cases that match their expertise or availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Case Assignment Rules, Set Up Queues


NEW QUESTION # 133
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

  • A. Make knowledge base articles and community answers accessible on its website.
  • B. Make contact center representatives accessible 24/7 to distribute the call volume.
  • C. Hire contact center representatives that specialize in each of the product categories.
  • D. Redirect users from the company site to social media forums about the products.

Answer: A


NEW QUESTION # 134
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. Create a Process Builder and Flow to change the owner on closed cases.
  • C. Use a data tool to update the owner field on closed cases.
  • D. Create a case assignment rule to ensure cases are owned by a user when closed.

Answer: C,D

Explanation:
Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria.
You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified References: [Case Assignment Rules] and [Data Tools]


NEW QUESTION # 135
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

  • A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
  • B. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
  • C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
  • D. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer: A


NEW QUESTION # 136
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?

  • A. Service-Cloud-Consultant Actions
  • B. Entitlements
  • C. Milestones

Answer: B

Explanation:
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.


NEW QUESTION # 137
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