TEST SERVICE-CLOUD-CONSULTANT ANSWERS & SERVICE-CLOUD-CONSULTANT EXAM LAB QUESTIONS

Test Service-Cloud-Consultant Answers & Service-Cloud-Consultant Exam Lab Questions

Test Service-Cloud-Consultant Answers & Service-Cloud-Consultant Exam Lab Questions

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Being a Salesforce Certified Service cloud consultant can open up various career opportunities for professionals, including higher salaries, better job prospects, and career advancement. Salesforce Certified Service cloud consultant certification demonstrates a candidate's ability to design and implement complex Service Cloud solutions that help organizations provide exceptional customer service experiences. With the increasing demand for Service Cloud solutions, getting certified in Salesforce Service-Cloud-Consultant can be a game-changer for your career.

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Salesforce Certified Service cloud consultant Sample Questions (Q116-Q121):

NEW QUESTION # 116
Universal Containers Executives want to see contact center metrics from each of its different geographic
regions. How should a Consultant support this requirement?

  • A. Create a single Dashboard with a Region filter.
  • B. Create a Dashboard for each Region.
  • C. Create a single Dashboard with a Case Team filter.
  • D. Create a Dashboard for each Case Team.

Answer: A


NEW QUESTION # 117
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

  • A. Visualforce pages refer to Classic article types.
  • B. Each article must be associated to a record type.
  • C. Attachments and .html files in Classic Knowledge are moved to the Files object.
  • D. Approval process history migrate to Lightning Knowledge.
  • E. Article numbers change during migration.

Answer: A,C,E

Explanation:
Explanation
Attachments and .html files in Classic Knowledge are moved to the Files object, Visualforce pages refer to Classic article types, and article numbers change during migration are statements that should be considered when migrating an existing knowledge base into Salesforce Lightning Knowledge. These statements reflect some of the changes and challenges that may occur during the migration process. For example:
Attachments and .html files in Classic Knowledge are moved to the Files object because Lightning Knowledge does not support attachments on articles. Files can be related to articles using rich text fields or file fields.
Visualforce pages refer to Classic article types because Lightning Knowledge does not support Visualforce pages on articles. Visualforce pages need to be replaced with Lightning components or other solutions.
Article numbers change during migration because Lightning Knowledge uses a different numbering system than Classic Knowledge. Article numbers are prefixed with KA in Lightning Knowledge instead of KB in Classic Knowledge.
Verified References: Service Cloud Consultant Certification Guide & Tips, Migrate Your Salesforce Classic Knowledge Base to Lightning Knowledge


NEW QUESTION # 118
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

  • A. Case assignment rules
  • B. Case team
  • C. Omni-Channel

Answer: C

Explanation:
To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times.


NEW QUESTION # 119
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

  • A. Cost per call
  • B. Number of sales queues
  • C. Average queue time per agent
  • D. Opportunities per channel
  • E. Number of leads created

Answer: A,D,E


NEW QUESTION # 120
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

  • A. External Objects
  • B. Salesforce Connect
  • C. Custom Objects
  • D. Middle-tier integration

Answer: A,B

Explanation:
Explanation
Salesforce Connect and External Objects are two features that can provide Service Console users with the ability to view and update product usage data that is stored in an external system. Salesforce Connect allows users to access data from external sources in real time without copying or syncing the data. External Objects are custom objects that map to data stored outside Salesforce. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.external_object_considerations.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.connect.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.external_object_define.htm&type=5


NEW QUESTION # 121
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