Service-Cloud-Consultant Practice Questions
Salesforce Certified Service Cloud Consultant (Service-Con-201)
Last Update 5 hours ago
Total Questions : 290
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Our free Certified Service Cloud Consultant practice questions crafted to reflect the domains and difficulty of the actual exam. The detailed rationales explain the 'why' behind each answer, reinforcing key concepts about Service-Cloud-Consultant. Use this test to pinpoint which areas you need to focus your study on.
Universal Containers wants to implement best practices for its customer support teams and
has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and
resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin
has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?
Universal Containers is considering additional channels for its customers to communicate directly with customer support reps. Currently, customers are able to open support tickets through social media, web chat, phone, and SMS.
In addition to Digital Engagement, what should a consultant recommend to meet the requirement?
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
