ExamGecko
Login
Ask Question

Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 9

Add to Whishlist

List of questions

Question 81

Report Export Collapse

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

Become a Premium Member for full access
  Unlock Premium Member

Question 82

Report Export Collapse

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

Become a Premium Member for full access
  Unlock Premium Member

Question 83

Report Export Collapse

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.

What solution should the consultant recommend to meet this request?

Become a Premium Member for full access
  Unlock Premium Member

Question 84

Report Export Collapse

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

Become a Premium Member for full access
  Unlock Premium Member

Question 85

Report Export Collapse

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Become a Premium Member for full access
  Unlock Premium Member

Question 86

Report Export Collapse

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

Become a Premium Member for full access
  Unlock Premium Member

Question 87

Report Export Collapse

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

Become a Premium Member for full access
  Unlock Premium Member

Question 88

Report Export Collapse

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.

How can a consultant automate the use of suggested articles to accomplish this goal?

Become a Premium Member for full access
  Unlock Premium Member

Question 89

Report Export Collapse

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.

Which two features should a consultant recommend to provide this functionality?

Choose 2 answers

Become a Premium Member for full access
  Unlock Premium Member

Question 90

Report Export Collapse

Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.

Which deployment solution should a consultant use?

Become a Premium Member for full access
  Unlock Premium Member
Total 258 questions
Go to page: of 26
Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces. Which KPI should help explain the disparity?
Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?
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?
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? Choose 2 answers
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration?
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds. Which 3 best practices should a consultant recommend?