Salesforce pass4future certified Service Cloud Consultant Service-cloud-consultant New Questions by Macsen q105 vce pdf

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Salesforce Service-Cloud-Consultant Exam Overview :

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:	macsen

Question 84

Cloud Kicks (CK) uses Service Cloud to manage its customer support, and its inventory and order data is stored in Snowflake. CK's customers use support to ask about their orders and request replacement items. CK wants to avoid duplicating this data in Salesforce but still provide real-time, actionable insights for support reps.

What should the Service Cloud Consultant recommend so that support reps will have a comprehensive view of their customers' order history?

Options:

Use an Apex integration to pull order data from Snowflake via API each time a case is opened.

Use MuleSoft to extract order data from Snowflake and store it in a custom object in Salesforce for support reps to reference.

Use Data Cloud to connect to Snowflake, and unify order data with CRM data.

Discussion

Question 85

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and

Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.

What should a consultant recommend to meet the requirements?

Options:

Add the Account object to Recent Items utility.

Include the History utility in the console app.

Mention the case number in a Chatter group.

Discussion

Question 86

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via Enhanced Channels such as SMS, Facebook Messenger, and WhatsApp. CK has created a Service Agent to meet this requirement.

What should the Service Cloud Consultant recommend as a next step to connect this AI agent to the Enhanced Channels?

Options:

Create an embedded service deployment.

Create an auto-launched flow.

Create a new messaging channel.

Discussion

Question 87

Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.

Which solution should a Service Cloud Consultant recommend?

Options:

Use the Omni Supervisor Service Reps tab.

Configure the Wallboard tab to display Work Performance metrics.

Build custom report type with 'Agent Work' as the primary object.

Discussion

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