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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 20

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Question 191

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Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

Set the organization-wide default to Private and create sharing rules to share with roles.
Set the organization-wide default to Private and create sharing rules to share with roles.
Create a folder for each product line and share them with the specific users.
Create a folder for each product line and share them with the specific users.
Add a permission set for Read access to the appropriate product line.
Add a permission set for Read access to the appropriate product line.
Assign the quick texts to Data Categories with access to the appropriate profiles.
Assign the quick texts to Data Categories with access to the appropriate profiles.
Suggested answer: B

Explanation:

In scenarios where support reps need access to quick texts specific to their product line, creating a folder for each product line and sharing them with the respective users is an efficient solution. This approach allows for the organization and segregation of quick texts relevant to each product line, ensuring reps have access to only the resources pertinent to their area of support. This method enhances the efficiency and relevance of communications with customers by providing tailored responses.

asked 23/09/2024
SULIMAN ALGHURAIR
35 questions

Question 192

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Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used.

How can a consultant address this concern?

Implement record types and page layouts.
Implement record types and page layouts.
Use Einstein Next Best Action.
Use Einstein Next Best Action.
Configure Path for Cases.
Configure Path for Cases.
Improve Validation Rule messages.
Improve Validation Rule messages.
Suggested answer: C

Explanation:

When service agents are overwhelmed by the abundance of buttons and components on the Case layout, configuring Path for Cases offers a streamlined and guided approach to case management. The Path feature highlights key stages and the necessary steps at each stage, helping agents focus on the most relevant actions and information. This reduces confusion and improves the user experience, making it easier for agents to remember and utilize the features that are most important for case resolution.

asked 23/09/2024
Lascelles Johnson
38 questions

Question 193

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AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone.

In those instances, the customer ships the product back to AW Computing for servicing.

What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

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Question 194

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The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.

Which feature should the consultant recommend?

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Question 195

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Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

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Question 196

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Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

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Question 197

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Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.

Which feature should a consultant recommend?

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Question 198

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Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

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Question 199

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Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?

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Question 200

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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?

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