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Certified Service Cloud Consultant Certification Preparation for Service Cloud Consultant

Certification Preparation for Service Cloud Consultant

Last Update Apr 27, 2024
Total Questions : 198

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Questions 4

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options:

A.  

Standard Email-to-Case with assignment rules

B.  

Lightning Email with web routing prioritization

C.  

Omni-Channel with prioritized queues

D.  

Standard Web-to-Case with assignment rules

Discussion 0
Questions 5

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

Options:

A.  

Company Community

B.  

Employee Community

C.  

Customer Community

D.  

Partner Community

Discussion 0
Questions 6

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Options:

A.  

Enable Work Orders.

B.  

Create an Entitlement Process.

C.  

Set up Milestones.

D.  

Configure Service Contracts.

Discussion 0
Questions 7

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

Options:

A.  

Contacts

B.  

Products

C.  

Service contracts

D.  

Case history

Discussion 0
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