| 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 |
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?
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?
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?
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?
TESTED 18 Dec 2025
