Salesforce passcert service-cloud-consultant Based On Real Exam Environment by Valentino q120 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:	valentino

Question 8

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).

Which feature should the consultant configure as part of the implementation?

Options:

Milestones

Escalation Rule

Scheduled Flow Action

Discussion

Question 9

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking.

What should the consultant keep in mind when working on this report type?

Options:

The Data Type and New Value fields are available for viewing only.

The User and New Value fields are available for viewing only.

The Old Value and New Value fields are available for viewing only.

Discussion

Question 10

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:

Standard Web-to-Case with assignment rules

Omni-Channel with prioritized queues

Standard Email-to-Case with assignment rules

Discussion

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Question 11

Universal Containers wants service managers to see a real-time dashboard to understand the current state of their service teams. The managers should be able to see which service reps are online, their current presence status, how long they've been logged in, and their capacity utilization for both primary and interruptible work.

Which Omni Supervisor element(s) should the Service Cloud Consultant recommend for this purpose?

Options:

The Service Reps tab and All Agents subtab

The Wallboard tab with actionable items

The Assigned Work tab and Work Summary view