Salesforce udemy selected Service-cloud-consultant Certified Service Cloud Consultant Questions Answers by Reyan q150 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:	272 Q&A's	Shared By:	reyan

Question 32

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

Options:

Create a dashboard using Reporting Snapshots.

Create a dashboard for each support manager.

Create a Dynamic Dashboard.

Discussion

Question 33

Universal Containers is using WhatsApp to provide support to customers in Service Console.

Agents would like to preview PDFs sent

by customers from the chat window.

What should a consultant recommend?

Options:

Ask the customer to send the PDF via email.

Use File Preview in the chat.

Download the PDFs from the chat.

Discussion

Question 34

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

Options:

Set up escalation rules.

Set up self-service Knowledge.

Set up assignment rules and case queues.

Discussion

Question 35

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most

effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

Options:

Use Slack for Service for Case Swarming.

Send Email Quick Action to loop in the stakeholders.

Use child Cases to interact with the partner.

Discussion

Andrew

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