Salesforce certification-questions online Service-cloud-consultant Questions Video by Mina q15 vce pdf

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Exam Name:	Salesforce Certified Service Cloud Consultant (Service-Con-201)
Exam Code:	Service-Cloud-Consultant Dumps
Vendor:	Salesforce	Certification:	Certified Service Cloud Consultant
Questions:	290 Q&A's	Shared By:	mina

Question 12

Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

Options:

Case Auto-Response Rule

Einstein Service Replies

Salesforce Messaging

Discussion

Question 13

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options:

Click Publish after the Approval Process.

Set the status to Published fram the Knowledge approval page.

Set the final approval action to 'Lock the record for editing’.

Discussion

Question 14

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to

meet changing customer expectations while also uplifting agent skill sets and organizational success.

In which order would a consultant work through a high-level discussion and planning session with

CK?

Options:

Gather organizational vision, map processes, plan metrics, and plan for user feedback.

Gather organizational vision, map processes, plan for user feedback, and define metrics.

Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Discussion

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Question 15

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with

customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of

effort for configuring a standard Einstein for Service feature are from automating standard responses.

Which feature meets this requirement most effectively?

Options:

Einstein Reply Recommendations

Einstein Article Recommendations

Einstein Case Wrap-Up