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

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name: Salesforce Certified Service cloud consultant (SP23)
Exam Code: Service-Cloud-Consultant Dumps
Vendor: Salesforce Certification: Certified Service Cloud Consultant
Questions: 177 Q&A's Shared By: mina
Question 12

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.

A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.

What should a consultant recommend as a solution?

Options:

A.

Set up quick text options in the utility bar to add article links.

B.

Configure Lightning Knowledge component and related list actions.

C.

Configure Lightning Knowledge component to auto attach article PDF.

Discussion
Question 13

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

Options:

A.

Add the Case's Entitlement related list to the Case Lightning Record Page.

B.

Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C.

Add the related Account's Entitlement related list to the Case Lightning Record Page.

Discussion
Question 14

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.

Which primary object should a consultant select to create a new Omni-Channel report type?

Options:

A.

Agent Detail

B.

Agent Work

C.

Assigned Work

Discussion
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Question 15

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Options:

A.

Case report grouped by Call Center

B.

Case History report grouped by Call Center

C.

Dynamic Dashboard grouped by Call Center

Discussion
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