Salesforce dumpspedia last Attempt Service-con-201 Questions by Alma q87 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:	alma

Question 48

Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently.

How can the Support Manager meet these requirements?

Options:

Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.

Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently.

Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.

Discussion

Question 49

Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).

Additional requirements are listed below:

* Support attachments up to 25 MB per inquiry

* Under 2,500 inquiries per day

Which configuration solution should a consultant recommend to meet these requirements?

Options:

On-Demand Email-to-Case

Heroku Connect

Email-to-Case

Discussion

Question 50

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

Options:

Develop a globally-shared macro to create a new article.

Use a trigger to automatically create a new article.

Create a Quick Action to map case fields to a new article

Discussion

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Question 51

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

Options:

Email-to-Case

Chat with an agent

Knowledge base