Salesforce Updated Service-Cloud-Consultant Exam Questions and Answers by mina

For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.

To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case.

To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.

For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.