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Salesforce Certified Service Cloud Consultant SERVICE-CLOUD-CONSULTANT Exam Questions in PDF

Free Salesforce SERVICE-CLOUD-CONSULTANT Dumps Questions (page: 2)

SERVICE-CLOUD-CONSULTANT PDF — 306 Questions

A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

  1. Knowledge search query with no results.
  2. Knowledge articles with the lowest rating.
  3. Number of knowledge articles in each data category.
  4. Knowledge articles created by call center agents.

Answer(s): A,B



Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
· Agents need to collaborate with other teams.
· The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

  1. Use Process Builder for notifications and case teams to monitor cases.
  2. Use Process Builder for notifications and account teams to monitor cases.
  3. Use escalation rules for notifications and account teams to monitor cases.
  4. Use escalation rules for notifications and case teams to monitor cases.

Answer(s): A



A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  1. Number of calls offered
  2. Agent utilization
  3. Quality monitoring score
  4. Schedule adherence

Answer(s): B,D



Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

  1. omni Channel
  2. Contact Request
  3. Field Service
  4. Mobile Connect

Answer(s): C



Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

  1. Define case auto-response rules.
  2. Estabalish case assignment rules.
  3. Use Flow Builder to create a flow with scheduled path.
  4. Configure case escalation rules.

Answer(s): D



Viewing page 2 of 41

Share your comments for Salesforce SERVICE-CLOUD-CONSULTANT exam with other users:

A
A K
8/3/2023 11:56:00 AM

correct answer for question 92 is c -aws shield

Anonymous
N
Nitin Mindhe
11/27/2023 6:12:00 AM

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IRELAND
B
BailleyOne
11/22/2023 1:45:00 AM

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Anonymous
P
patel
10/25/2023 8:17:00 AM

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INDIA
M
MortonG
10/19/2023 6:32:00 PM

question: 128 d is the wrong answer...should be c

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11/2/2023 3:15:00 AM

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hello
10/31/2023 12:07:00 PM

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Matheus
9/3/2023 2:14:00 PM

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Y
yenvti2@gmail.com
8/12/2023 7:56:00 PM

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Anonymous
M
Miguel
10/5/2023 12:16:00 PM

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SPAIN
N
Noushin
11/28/2023 4:52:00 PM

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susan sandivore
8/28/2023 1:00:00 AM

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10/31/2023 12:51:00 AM

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suresh
12/16/2023 10:54:00 PM

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Anonymous
W
Wali
6/4/2023 10:07:00 PM

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N
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7/18/2023 1:10:00 AM

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D
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10/15/2023 1:34:00 PM

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12/17/2023 8:36:00 AM

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8/20/2023 9:23:00 AM

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11/15/2023 11:24:00 AM

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V
Vetri
10/3/2023 12:59:00 AM

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R
Ranjith
8/21/2023 3:39:00 PM

for question #118, the answer is option c. the screen shot is showing the drop down, but the answer is marked incorrectly please update . thanks for sharing such nice questions.

Anonymous
E
Eduardo Ramírez
12/11/2023 9:55:00 PM

the correct answer for the question 29 is d.

Anonymous
D
Dass
11/2/2023 7:43:00 AM

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Anonymous
L
Lakshmi
10/2/2023 5:26:00 AM

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NETHERLANDS
R
rani
1/19/2024 11:52:00 AM

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G
Greg
11/16/2023 6:59:00 AM

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