What should a consultant recommend service agents use?

History tab on the Actions & Recommendations comporent.

Einstein Next Best Action Strategy Guilder.

History tab on the Actions & Recommendations comporent.

Paused now interviews Lightning Component.

Recommendation Strategy Metrics related list.

What are three necessary steps to test that the Omm-Channel implementation is routing correctly?Choose 3 answers

Change the owner to a queue associated with the routing configuration,

Log in as a user who is enabled for Omni-Channel access.

Open the record you want to route.

Change the owner to a queue associated with the routing configuration,

Log in as a user who is enabled for Omni-Channel access.

Enable Debug Omni Channel routing configuration in SttUp.

Open the Omni-Channel Supervisor tab.

Open the record you want to route.

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.What is the recommended running user to meet the requirements?

Let the dashboard viewers choose

The user creating the dashboard

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.Which step is necessary to make articles visible in all the selected channels?

Approve articles from the Knowledge approval page to Publish.

The Approval Process will automatically Publish.

Approve articles from the Knowledge approval page to Publish.

Agents must click Publish after the Approval Process.

Set the final approval action to ''Lock the record for editing''.

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.What should a consultant recommend?

Consolidate into 3 or fewer category groups.

Organize up to 200 categories in each category group.

Consolidate into 3 or fewer category groups.

Reorganize Into a hierarchy with 6 or fewer levels.

Assign up to 10 data categories per category group to each article.

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.Which question should be asked to determine the preferred solution?

It support provoded on a periodic basis and renewed annually?

Do multiple versions of the entitlements need to be created and maintained?

It support provoded on a periodic basis and renewed annually?

Do Service Agents need to determine whether a customer is eligible for support?

Will customers access selft service resources through Experince Cloud?

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.What is the recommended license to meet the requirement?

Service Cloud User feature license

Einstein Social Insights add-on

Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.Which feature should a Service Cloud consulatant recommend to improve the user experince?

Quick Actions added to the case page

Actions and Recommendations component

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.What should the consultant explain about Average Speed of Anwer?

It is skewed by calls that are quickly answered

It captures the same informaion as First Call Resolution.

It includes blocked and abandoned calls.

It is the typical experience of a caller.

It is skewed by calls that are quickly answered

Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.Which approach should a consulatant implement?

Configure case escalation rules.

Define case auto-response rules.

Use Flow Builder to create a flow with a scheduled path.

Establish case assignment rules.

Configure case escalation rules.

Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.What should a consultant recommend to meet the requirements?

Set the Contact Do not Call field value to true.

Configuration a Validation Rule to block on-click calling.

Set the Contact Do not Call field value to true.

Configure Dialer to use Voicemail Crop by default.

Use Dynamic Forms to conditionally hide the one-click field.

Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.Which three aspect should the consultant consider to meet the requirements?Choose 3 answers

Work order and customer contact escalation requiements

Visibility and accesst to the work order records

Case closure rules on the original case

Work order and customer contact escalation requiements

Visibility and accesst to the work order records

Total number of accound and contact records in the database

Accoun team relationship to the primary contact

Case closure rules on the original case

Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.What should a consultant recommend to meet the requirements?

Share the Folder with Quick text for each language.

Use translation Workbech to localize each Quick Text.

Set the Organization-Wide default to Public Ready Only.

Share the Folder with Quick text for each language.

Share each Quick Text individually to Public Groups.

Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.What is the recommended feature to meet the requirement?

Enable Assistance Flag Configuration setting.

Enable Sneak Peek Configuration setting.

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

Experience Cloud Create Case Form

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.What should a consultant recommend?

In Inbound Setting, set Enable Case Reopen to 3 days.

Change the Run Apex As User to a service agent profile.

In Inbound Setting, set Enable Case Reopen to 3 days.

Establish Duplicate Rules to find similar cases.

Configure a Macro to close the duplicate case

Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

Configure an Overflow Assignee with a user or queue outside the routing configuration.

Use a Most Aavailable Routing Model which will assign to the agent that be available next.

Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.

Configure an Overflow Assignee with a user or queue outside the routing configuration.

Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

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?

Create a folder for each product line and share them with the specific users.

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.

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.

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.

Improve Validation Rule messages.

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?

Service requests are scheduled using Salestorce Field Service.

Service requests are assigned by the support reps to the technician.

Service requests are scheduled using Salestorce Field Service.

Service requests are assigned to the technician using Omni-Channel.

Service requests are assigned to a queue where the technician can accept it,

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?

Einstein Article Recommendations

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?

Einstein Bots To allow customers to send messages to agents in the Service Console via their preferred mobile app, the Messaging feature is recommended. This feature supports various messaging channels such as SMS, Facebook Messenger, and WhatsApp, enabling customers to communicate with service agents using their preferred platforms. The integration of Messaging with the Service Console provides agents with a unified interface for handling customer interactions across different messaging platforms.

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?

Download the PDFs from the chat.

Ask the customer to send the PDF via email.

Salesforce Certified Service Cloud Consultant Practice Test 5

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.

What is the recommended configuration to meet the requirements?

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Salesforce Certified Service Cloud Consultant Practice Test 5

Question

Salesforce Certified Service Cloud Consultant Practice Tests

Practice Tests