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Salesforce Certified Service cloud consultant Sample Questions (Q252-Q257):

NEW QUESTION # 252
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Answer: A,B,D

Explanation:
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5


NEW QUESTION # 253
What are two design considerations for a Live Agent implementation? Choose 2 answers

Answer: C,D


NEW QUESTION # 254
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

Answer: A


NEW QUESTION # 255
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Answer: A,B,D


NEW QUESTION # 256
What is a common deflection technique to reduce the number of interactions for a contact center?

Answer: A

Explanation:
A common deflection technique in contact centers is to provide self-service options like Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.


NEW QUESTION # 257
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