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Salesforce Service-Cloud-Consultant Exam covers a wide range of topics, including managing cases and solutions, setting up and managing service entitlements and contracts, designing and configuring knowledge management, and creating and managing service processes and automation. Service-Cloud-Consultant exam also tests candidates' knowledge of Salesforce's best practices and guidelines for delivering high-quality customer service solutions. Passing Service-Cloud-Consultant Exam demonstrates that a professional has the knowledge and skills required to design and implement customer service solutions that meet the needs of their organization and its customers.
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Salesforce Service-Cloud-Consultant certification exam is a valuable credential that provides professionals with the opportunity to demonstrate their knowledge and skills in implementing and managing Salesforce Service Cloud solutions. By passing Service-Cloud-Consultant Exam, candidates can enhance their career prospects and demonstrate their commitment to excellence in the service and support domain.
NEW QUESTION # 128
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
Answer: B,D
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 # 129
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?
Answer: D
NEW QUESTION # 130
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
Answer: A
NEW QUESTION # 131
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
Answer: C,D
Explanation:
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 # 132
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
Answer: A,B,C
NEW QUESTION # 133
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