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  • Exam Name: Salesforce Certified Service cloud consultant (WI24)
  • Last Update: 27-Mar-2024
  • Questions and Answers: 177
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Service-Cloud-Consultant Questions and Answers

Question # 1

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

A.

Macros

B.

Quick action

C.

Flow

Question # 2

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

A.

Add the Case's Entitlement related list to the Case Lightning Record Page.

B.

Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C.

Add the related Account's Entitlement related list to the Case Lightning Record Page.

Question # 3

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

A.

Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

B.

Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

C.

Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Question # 4

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.

What should a consultant recommend?

A.

Add History to the Utility bar.

B.

Create a custom dashboard.

C.

Keep all cases open in tabs.

Question # 5

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

A.

Macros

B.

Global Quick Action

C.

Quick text

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