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

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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: winifred
Question 36

Universal Containers wants to offer its customers interactive chat as well as case processing.

The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an

appropriate number of issues?

Options:

A.

Case assignment rules

B.

Omni-Channel

C.

Case team

Discussion
Question 37

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

Options:

A.

Omni-Channel Analytics

B.

Omni-Channel Utility component

C.

Omni-Channel Supervisor tab

Discussion
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Question 38

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?

Options:

A.

Use a change set.

B.

Re-create them manually.

C.

Use Salesforce Workbench.

Discussion
Question 39

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

Options:

A.

Omni-Channel Routing

B.

Milestones & Entitlements processes

C.

Case Assignment rules

Discussion
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