Salesforce itexams certified Service Cloud Consultant Service-cloud-consultant Dumps Pdf by Henryk q30 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:	290 Q&A's	Shared By:	henryk

Question 16

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Options:

Dashboard viewer

Team leaders

VP of service

Discussion

Question 17

A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.

Options:

Omni-Channel Analytics detailing specific paths and routing types

Service & Support Dashboards from AppExchange

CTI analytics reports with wait times and handle times

Discussion

Question 18

Universal Containers has a well-defined support process for cases which includes the following statuses:

* New

* Assigned

* In Progress

* Waiting On Customer

* Closed

The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.

Which report type should the consultant consider when collecting data for the support manager?

Options:

Case Lifecycle

Cases with Milestones

Case History

Discussion

Question 19

Cloud Kicks' development team must manage multiple projects that compete for limited

resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

Options:

Test

Design

Enablement

Discussion

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