Salesforce Certified Service cloud consultant (SP23)
Last Update Apr 27, 2024
Total Questions : 177
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A consultant is working on a Service Cloud implementation with a fixed budget and
timeline. Additional requirements were discovered early on that will result in the project exceeding
timeline and budget constraints.
What is the first step the consultant should take to address the issue?
The VP of service at Universal Containers wants to make it easier and faster for support
agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive
language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
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?
TESTED 28 Apr 2024
