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

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name: Salesforce Certified Service cloud consultant (SP24)
Exam Code: Service-Cloud-Consultant Dumps
Vendor: Salesforce Certification: Certified Service Cloud Consultant
Questions: 177 Q&A's Shared By: nel
Question 28

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin

has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

Options:

A.

Use Data Loader periodically to assign these cases to a default owner.

B.

Create a case validation rule to ensure cases are owned by a user when closed.

C.

Create a case assignment rule to ensure cases are owned by a user when closed.

Discussion
Question 29

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

Options:

A.

Standard Web-to-Case with assignment rules

B.

Omni-Channel with prioritized queues

C.

Standard Email-to-Case with assignment rules

Discussion
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Question 30

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

Options:

A.

Skills-Based Routing

B.

Capacity Model

C.

Secondary Routing Priority

Discussion
Question 31

Which advantage does Salesforce provide with the OpenCTI framework?

Options:

A.

Developers can Integrate with any telephony platform available with minimal need for customization.

B.

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

C.

Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Discussion
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