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

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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: rhea
Question 24

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.

What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Options:

A.

Open the relevant record being routed.

B.

Debug Omni-Channel routing from Setup.

C.

Open the Omni-Channel Supervisor tab.

Discussion
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Question 25

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Options:

A.

Enable Case Merge.

B.

Set up duplicate rules on Case.

C.

Create an autolaunched Flow,

Discussion
Question 26

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

Options:

A.

Macros

B.

Global Quick Action

C.

Quick text

Discussion
Question 27

Universal Containers wants to implement best practices for its customer support teams and

has decided to follow a Knowledge Centered Support (KCS) methodology.

Which benefit can be expected?

Options:

A.

Reduced post-interaction time

B.

Reduced first contact resolution time

C.

Reduced issue resolution time

Discussion
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