Salesforce certsexpert certified Service Cloud Consultant Service-con-201 Salesforce Study Notes by Phoenix q290 vce pdf

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

Question 60

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

Options:

Document the gap in requirements and discuss the schedule and budget impact with the project team.

Send a change order to the client to account for the additional budget requirements.

Incorporate the additional requirements into the project scope and continue with the original project schedule.

Discussion

Question 61

A customer service organization wants to implement an at-scale Incident Management process with its internal development teams across businesses. The development teams use Jira as their development system of record, and the service organization is in Service Cloud.

What should a Service Cloud Consultant recommend exploring?

Options:

An AppExchange package for Incident Management and a package for Jira Connection

A connected application with the Jira Integration settings for Customer Service Incident Management

Salesforce Customer Service Incident Management with Jira through MuleSoft Composer

Discussion

Question 62

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Options:

Use the Case Historical Trending report type.

Use the Cases with Milestones report type.

Use the Case Lifecycle report type.

Discussion

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Question 63

Which advantage does Salesforce provide with the OpenCTI framework?

Options:

Developers can Integrate with any telephony platform available with minimal need for customization.

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Agents can run their softphone at the operating system level, embedded in the task bar or system tray.