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

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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: henryk
Question 16

An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and

privacy regulations.

Which solution should the consultant recommend to meet the requirement?

Options:

A.

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B.

Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C.

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

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Question 17

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles

from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options:

A.

Change the HTML format first to support subfields.

B.

Create an HTML file for each rich text area field.

C.

Modify the import parameters to specify HTML encoding.

Discussion
Question 18

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK

would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.

Which solution should the consultant recommend to meet the requirements?

Options:

A.

Omni Channel with Queue-Based Routing

B.

Omni-Channel with Capacity-Based Routing

C.

Omni-Channel with Einstein Case Routing

Discussion
Question 19

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of

the problem.

Following best practices, which solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

AppExchange package

C.

Web-to-Case

Discussion
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