Salesforce passleader pdf Service-cloud-consultant Study Guide by Inayah q45 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:	inayah

Question 72

Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.

Options:

Least Active

Manual Push

Most Available

Discussion

Question 73

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases.

What is a consideration of this approach?

Options:

Swarm channels default to public channels in Slack.

When users are added to the channel, they cannot see historical posts.

Swarms can only be created in new channels created for the issue.

Discussion

Question 74

Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps.

Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?

Options:

Change the Sharing Settings for Knowledge from "Public Read Only" to "Private".

Disable the "Use Standard Salesforce Sharing" Knowledge Settings attribute.

Change the visibility settings for these articles to only "Visible In Internal App".

Discussion

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Question 75

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to

create a swarm in Slack to pull in experts from multiple CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Options:

Escalation rules

Apex trigger

Quick Action