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

Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview

A Customer Experience Cloud site is a solution that allows customers to access self-service portals, knowledge bases, and communities. It can be used to provide customers with product installation guides, warranty information, and other relevant content. Verified

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

Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified

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

The Omni-Channel Supervisor tab is a feature that allows managers to see which service representatives have not accepted new cases recently using the Lightning Service Console. It provides real-time data on the status, capacity, workload, and performance of agents and queues. Verified

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

Generating continuous feedback from the project team, and adjusting the requirements and deliverables accordingly is a key principle of Agile methodology. It allows for iterative and incremental development, which can lead to a successful implementation of Service Cloud. Verified

Reference: : https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-principles : https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-methodologies

These are three considerations when adding a report chart to a Console Component. The report must contain a chart that displays data in a graphical format. The report must be a Summary or Matrix report that groups data by rows and columns. The report chart must be added to the Page Layout of the object that the report is based on. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_components_report_chart.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_charts_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_format_types.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_layouts.htm&type=5

Salesforce Connect and External Objects are two features that can provide Service Console users with the ability to view and update product usage data that is stored in an external system. Salesforce Connect allows users to access data from external sources in real time without copying or syncing the data. External Objects are custom objects that map to data stored outside Salesforce. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.external_object_considerations.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.connect.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.external_object_define.htm&type=5

Change Sets are the deployment solution that a consultant should use to move an updated Service Console from a sandbox to Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for the Service Console, such as the app definition, the page layouts, the tabs, the components, the utility bar, or the navigation rules. Change Sets can also be used to deploy other related components, such as objects, fields, profiles, permissions, workflows, or reports. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Change Sets Overview