Salesforce help2pass passed Exam Today Service-cloud-consultant by Hubert q135 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:	289 Q&A's	Shared By:	hubert

Question 48

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most

effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

Options:

Use Slack for Service for Case Swarming.

Send Email Quick Action to loop in the stakeholders.

Use child Cases to interact with the partner.

Discussion

Question 49

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that

are incorrectly associated with the account assigned on the case.

What should a consultant recommend to meet the requirements and help service agents?

Options:

Enable lookup filters.

Configure a Quick Action.

Set OWD sharing to Private.

Discussion

Question 50

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge

management for its support agents. Several months after the implementation, CK management

notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a

decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

Options:

Measure cases with and without articles attached with high CSAT scores.

Measure cases with and without articles attached with high net promoter scores (NPS),

Measure cases with and without articles attached based on case status.

Discussion

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Question 51

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.

Options:

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy.

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record.

An organization-wide default of Public Read/Write on the Case object.