LATEST SERVICE-CLOUD-CONSULTANT DUMPS EBOOK, RELIABLE SERVICE-CLOUD-CONSULTANT REAL EXAM

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Latest Service-Cloud-Consultant Dumps Ebook, Reliable Service-Cloud-Consultant Real Exam

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Salesforce Certified Service cloud consultant Sample Questions (Q113-Q118):

NEW QUESTION # 113
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

  • A. Select Flag as new version' checkbox when publishing.
  • B. Enable Knowledge User for Service Agents.
  • C. Use Smart Link to Article to select the prior version.
  • D. Use the Clone option to create a new article.

Answer: A

Explanation:
When you edit an article in Salesforce Knowledge, you can choose to flag it as a new version when you publish it. This option creates a new version of the article with a new version number and keeps the previous version in an archived state. The archived version is still associated with the closed cases that it was attached to, while the new version is available for future cases. This way, you can see that a prior article version was associated with the closed cases. Verified References: [Flag an Article as a New Version When You Publish It]


NEW QUESTION # 114
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

  • A. Lightning Dialer
  • B. Local Presence
  • C. Open CTI
  • D. Macros

Answer: A


NEW QUESTION # 115
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

  • A. Contact Request flow
  • B. Case queues
  • C. Direct Messaging
  • D. Lightning Component

Answer: B

Explanation:
Explanation
Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified References:: 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 # 116
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

  • A. Identify those cases and assign to the closure team
  • B. Use escalation rule to send an email
  • C. Use auto response rule to send an email
  • D. Supervisors to investigate those cases

Answer: A,D


NEW QUESTION # 117
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

  • A. Create geography-based profiles to restrict access using data categories
  • B. Create geography-based roles to restrict access by mapping article types
  • C. Create geography-based roles to restrict access using data categories
  • D. Create geography-based profiles to restrict access by mapping article types

Answer: C


NEW QUESTION # 118
......

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