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Salesforce Service-Cloud-Consultant Exam is a certification offered by Salesforce for professionals who are looking to demonstrate their skills and knowledge in the Salesforce Service Cloud. The Service Cloud is Salesforce's customer service platform that enables businesses to provide a better customer experience by centralizing customer interactions across multiple channels, such as email, phone, social media, and chat.
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To become a Salesforce Certified Service Cloud Consultant, the candidate must pass the Service-Cloud-Consultant Exam. Service-Cloud-Consultant exam covers topics such as Service Cloud functionality, designing customer service solutions, managing service level agreements, and optimizing customer service processes. Salesforce Certified Service cloud consultant certification is intended for professionals who work in roles such as service managers, customer service representatives, and customer support agents.
NEW QUESTION # 52
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
Answer: B
NEW QUESTION # 53
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers
Answer: B,D
Explanation:
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules
NEW QUESTION # 54
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers
Answer: A,B
NEW QUESTION # 55
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
Answer: B
Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types
NEW QUESTION # 56
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
Answer: D
Explanation:
Approval Process is a method that can maintain the article quality while allowing all service agents to create articles. Approval Process is a feature that allows administrators to define the steps and criteria for approving records, such as articles, in Salesforce. Approval Process can be used to ensure that each article created by an agent is reviewed and approved by a subject matter expert before becoming available to users. Verified References: : https://help.salesforce.com/s/articleView?id=sf.approvals_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_process.htm&type=5
NEW QUESTION # 57
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