Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 15

Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5

Skills-Based Routing is a feature that can enable service agents based in North America and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5

Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_setup.htm&type=5

Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.flow_concepts_screenelement.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.flow_distribute_overview.htm&type=5

Knowledge Only User is the recommended license for the specialists who will create and manage knowledge articles in Salesforce. Knowledge Only User is a user license that allows users to access and use Salesforce Knowledge, but not other standard Salesforce objects or features. Knowledge Only User is a cost-effective license for users who only need to work with knowledge articles. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.users_license_types_available.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.users_license_types_knowledge.htm&type=5

Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location.Field Service also integrates with voice channels and provides real-time visibility into service delivery1Verified

Reference:1: Field Service Overview

A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click.A quick action can be added to the case page layout or the case feed2Verified

Reference:2: Create a Swarm in Slack

This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case.This means that agents are left with more complex or challenging cases that require more time and effort to resolve3Verified

Reference:3: Self-Service Best Practices