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All the TorrentVCE Salesforce Service-Cloud-Consultant practice questions are real and based on actual Salesforce Certified Service cloud consultant (Service-Cloud-Consultant) exam topics. The web-based Salesforce Certified Service cloud consultant (Service-Cloud-Consultant) practice test is compatible with all operating systems like Mac, IOS, Android, and Windows. Because of its browser-based Salesforce Service-Cloud-Consultant Practice Exam, it requires no installation to proceed further. Similarly, Chrome, IE, Firefox, Opera, Safari, and all the major browsers support the Salesforce Certified Service cloud consultant (Service-Cloud-Consultant) practice test.
To prepare for the Salesforce Service-Cloud-Consultant Exam, candidates should have experience working with the Salesforce Service Cloud and should be familiar with its features and functions. There are numerous resources available to help candidates prepare for the exam, including study guides, practice exams, and training courses. Candidates should also take advantage of the Salesforce Trailhead learning platform, which provides free online training and resources.
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The Service-Cloud-Consultant Certification Exam covers a wide range of topics related to Salesforce service cloud, including case management, knowledge management, service level agreements, contact center automation, and omni-channel routing. It also tests the candidate's knowledge of Salesforce's best practices for service cloud implementation, data modeling, and integration with other Salesforce products.
NEW QUESTION # 197
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
Answer: C
NEW QUESTION # 198
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
Answer: C
Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types
NEW QUESTION # 199
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
Answer: B
Explanation:
Explanation
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means.
Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5
NEW QUESTION # 200
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
Answer: A,B,C
NEW QUESTION # 201
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
Answer: B
Explanation:
Email-to-Case is a Service Cloud feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-Case can handle emails with attachments up to 25 MB in size (minus any text in the email). Email-to-Case also preserves email formatting and supports HTML emails with embedded images. Email-to-Case is suitable for customers who provide digital pictures of their problems as attachments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 202
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P.S. Free & New Service-Cloud-Consultant dumps are available on Google Drive shared by TorrentVCE: https://drive.google.com/open?id=19yGV72LTyP19lPgywg7JXNMVVrr_rfn7