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:	289 Q&A's	Shared By:	reyan

Question 32

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a

billing problem. The following considerations need to be taken into account:

* Billing data is stored in an external system containing over 20 million records.

* Only the finance department has direct access to the billing system.

Which solution should a consultant recommend?

Options:

Create a custom tab that displays a search page from the billing system.

Integrate payment data into Salesforce from the billing system using custom objects.

Configure Salesforce Connect and External Objects to the billing system.

Discussion

Question 33

Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories.

What should the admin keep in mind when organizing articles?

Options:

There can be up to 10,000 data categories.

Data category hierarchy can have up to 10 levels.

Articles can have up to 8 data categories.

Discussion

Question 34

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Options:

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Discussion

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Question 35

Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases.

What should a Service Cloud Consultant recommend to implement this security option on the AI agent?

Options:

Implementing the Case Management topic with a custom action to verify customers.

Implementing the Case Management topic with exact Instructions and Custom Actions.

Implementing the Service Customer Verification topic with a filter on the Case Management topic.