Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 13

These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified

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

Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email-to-Case. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.case_email_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5

Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified

Reference: : https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process : https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices

Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified

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

Einstein Bot is a case deflection solution that can provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified

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

These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified

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

Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified

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

Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified

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

Assigning team-based profiles to the associated product data category value is a solution that can meet the requirement of allowing contact center agents to only view articles for the product they support. Data category values are subcategories that can be used to further refine and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data category values are accessible for each user. Verified

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