Salesforce certsexpert download Full Version Service-cloud-consultant Exam by Winifred q75 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:	Salesforce Consultant
Questions:	197 Q&A's	Shared By:	winifred

Question 36

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Options:

Create queues with support agents and use assignment rules.

Predefine case teams and use assignment rules.

Configure Web-to-Case and use assignment rules,

Discussion

Question 37

Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with

multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case

manager's knowledge of the products related to the case.

What should a consultant recommend to modify the Case Assignment rules?

Options:

Implement Einstein Article Recommendations.

Implement Skills-Based Routing.

Implement Queue-Based Routing

Discussion

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Question 38

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

Question 39

In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

Options:

Configure, develop, and test the application in a sandbox environment.

Develop training materials after configuring the application to prepare for user adoption.

Migrate data to the sandbox environment and verify successful migration.