PASS GUARANTEED SERVICE-CLOUD-CONSULTANT - SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT PERFECT CERTIFICATION SAMPLE QUESTIONS

Pass Guaranteed Service-Cloud-Consultant - Salesforce Certified Service cloud consultant Perfect Certification Sample Questions

Pass Guaranteed Service-Cloud-Consultant - Salesforce Certified Service cloud consultant Perfect Certification Sample Questions

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Salesforce Certified Service cloud consultant Sample Questions (Q121-Q126):

NEW QUESTION # 121
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

  • A. Reduced issue resolution time
  • B. A knowledge article life cycle that evolves based on usage and demand
  • C. Reduced first contact resolution
  • D. A knowledge article life cycle that is implemented correctly the first time and does not need to change

Answer: A,B

Explanation:
Explanation
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5


NEW QUESTION # 122
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

  • A. Configure Web-to-Case and use assignment rules,
  • B. Predefine case teams and use assignment rules.
  • C. Create queues with support agents and use assignment rules.

Answer: C

Explanation:
To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.


NEW QUESTION # 123
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

  • A. Experience Cloud with Customer Account Portal template
  • B. Einstein Bots with Credit Card Payments
  • C. Field Service with Integrated Payments
  • D. Service Cloud Voice with Tele-pay

Answer: D


NEW QUESTION # 124
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

  • A. Service Console case creation configuration
  • B. CTI Adapter configuration
  • C. Lightning Console enablement
  • D. Call Center Definition File creation

Answer: B,D


NEW QUESTION # 125
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

  • A. Implement Service Cloud console to support agents
  • B. Enable service contracts and entitlements
  • C. Leverage Live Agent for web-based chat
  • D. Implement Salesforce Knowledge on a portal

Answer: C,D


NEW QUESTION # 126
......

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