Salesforce exams lab exactprep Service-cloud-consultant Questions by Rhea q45 vce pdf

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Exam Name:	Salesforce Certified Service cloud consultant (SU24)
Exam Code:	Service-Cloud-Consultant Dumps
Vendor:	Salesforce	Certification:	Certified Service Cloud Consultant
Questions:	174 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:

Open the relevant record being routed.

Debug Omni-Channel routing from Setup.

Open the Omni-Channel Supervisor tab.

Discussion

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:

Enable Case Merge.

Set up duplicate rules on Case.

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:

Macros

Global Quick Action

Quick text

Discussion

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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:

Reduced post-interaction time

Reduced first contact resolution time

Reduced issue resolution time