Salesforce transcender certified Service Cloud Consultant Service-cloud-consultant Exam Questions And Answers Pdf by Caden 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:	caden

Question 44

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options:

Web-to-Case

On-Demand Email-to-Case

Email-to-Case

Discussion

Question 45

Cloud Kicks customers need a method to create cases without a login. Managers are

concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?

Options:

On-Demand Email-to-Case Threading

Web-to-Case with Einstein Case Classification

Web-to-Case with reCAPTCHA enabled

Discussion

Question 46

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

What should UC do to address this situation?

Options:

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

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

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

Discussion

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Question 47

Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:

• Cases are generated via email, web form, or Experience site.

• Service reps should be able to handle three cases at a time.

• Service reps should be able to choose whether to accept new cases.

• The service rep's manager should have insight into the rep's workload.

Which tool should the administrator use to route cases based on the support team's requirements?

Options:

Omni-Channel routing

Case assignment rules