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| Section | Objectives |
|---|
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies
|
| Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes
|
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration
|
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery
|
| Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud
|
| Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts
|
| Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design
|
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance
|
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Salesforce Certified Service cloud consultant Sample Questions (Q70-Q75):
NEW QUESTION # 70
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance
- A. Java Language Specific Toolkit
- B. Data Integration via SOAP API
- C. Cloud-to-Cloud Integration Toolkit
- D. Bulk Data Transfer API
Answer: D
NEW QUESTION # 71
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
- A. Enable and configure Omni-Channel routing.
- B. Implement Lightning flow with time-based actions.
- C. Define entitlements and milestones.
Answer: C
Explanation:
To manage a case handling process that requires each case to go through a series of time-bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure.
NEW QUESTION # 72
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Interactive voice response
- C. Skills -based routing
- D. Workforce management
Answer: C
NEW QUESTION # 73
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Send email notifications to all Customers to join the Community.
- B. Identify active Customers and send them registration instructions via email.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Have agents manually create Users when Community access is requested by Customers.
Answer: B,C
NEW QUESTION # 74
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
- A. Chatter
- B. Omni-Channel Supervisor
- C. Flow Orchestrator
Answer: B
Explanation:
To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.
NEW QUESTION # 75
......
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