Salesforce dumpskey helping Hand Questions For Service-cloud-consultant by Aron q15 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:	Certified Service Cloud Consultant
Questions:	290 Q&A's	Shared By:	aron

Question 80

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles

have been attached to closed cases. A new product release will require changes to dozens of articles.

After revising the articles, CK wants to ensure that a prior article version stays associated with the

closed cases.

What is the recommended method to meet the requirements?

Options:

Add "updated" to the name of the new article.

Use Smart Link to Article to select the prior version.

Select the Flag as new version checkbox when publishing.

Discussion

Question 81

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.

What is a cost-effective method for agents to create these activities?

Options:

Execute a macro

Navigate a Screen Flow.

Leverage Einstein Case Wrap-Up.

Discussion

Question 82

Universal Containers (UC) is planning to use Agentforce to enhance human and AI agent collaboration. A successful implementation should align with Agentforce's ability to support seamless transitions between AI agents and support reps.

Which specific aspect should UC prioritize when implementing Agentforce to improve customer support operations?

Options:

Integrate Agentforce responses with social media messaging to handle customer support questions.

Design Agentforce actions that enable handoffs to support reps when needed.

Focus on automating as many customer interactions as possible without AI agent involvement.

Discussion

Question 83

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:

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

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

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

Discussion

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