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

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name: Salesforce Certified Service cloud consultant (SP25)
Exam Code: Service-Cloud-Consultant Dumps
Vendor: Salesforce Certification: Certified Service Cloud Consultant
Questions: 197 Q&A's Shared By: evelina
Question 20

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

Options:

A.

Create a batch integration process that runs hourly to pull all order updates into Salesforce

B.

Create a dynamic action that launches the ERP system with a deep link to the order locator.

C.

Use Salesforce Connect and External Objects to represent this information in Salesforce.

Discussion
Question 21

Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like

a quick way to navigate the console, including changing tabs, saving records, and searching.

What is the recommended feature to improve productivity?

Options:

A.

Keyboard shortcuts

B.

Quick text

C.

Custom macros

Discussion
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Question 22

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

Options:

A.

Publisher actions are on the page layout.

B.

All users have permission to create macros.

C.

The Lightning page contains the Run Macros action.

Discussion
Question 23

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Options:

A.

Path for Cases

B.

Escalation Rules

C.

Einstein Next Best Action

Discussion
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