Salesforce prepway certified Service Cloud Consultant Service-cloud-consultant Release Date by Haaniya q75 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:	Salesforce Consultant
Questions:	197 Q&A's	Shared By:	haaniya

Question 52

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.

The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.

What should a consultant do to address the risk?

Options:

Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.

Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

Discussion

Question 53

How should a consultant configure a report that shows the average number of days that Cases stay open?

Options:

Create a formula field on Case to calculate the average age.

Create a report snapshot of the number of open Cases each day.

Use the standard Case age field on the resort.

Discussion

Question 54

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:

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

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

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

Discussion

Question 55

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.

What should UC do to address this situation?

Options:

Measure and reward agents based on the number of new articles submitted for approval.

Measure and reward agents based on the number of new articles approved for publication.

Require agents to check a box on the case when submitting a new suggested article.

Discussion

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