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Quiz Service-Con-201 - Salesforce Certified Service Cloud Consultant Useful Exam BlueprintNow you can trust ITExamDownload Service-Con-201 exam questions as these Salesforce Certified Service Cloud Consultant (Service-Con-201) exam questions have already helped countless candidates in their Service-Con-201 exam preparation. They easily got success in their challenging and dream Salesforce Service-Con-201 Certification Exam. Now they have become certified Salesforce professionals and offer their services to top world brands. Salesforce Certified Service Cloud Consultant Sample Questions (Q289-Q294):NEW QUESTION # 289
Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories.
What should the admin keep in mind when organizing articles?
A. There can be up to 10,000 data categories.
B. Data category hierarchy can have up to 10 levels.
C. Articles can have up to 8 data categories.
Answer: B
Explanation:
When organizing Knowledge articles in Salesforce, Data Categories provide a hierarchical structure to classify and manage content effectively. Each Data Category Group can have up to 10 levels in its hierarchy, allowing for detailed categorization of articles.
It's important to note the following limits:
Data Category Groups:You can create up to 3 active Data Category Groups.
Categories per Group:Each group can contain up to 100 categories.
Hierarchy Levels:Each group can have a hierarchy depth of up to 10 levels.
These structures help in filtering and controlling access to Knowledge articles based on user roles and permissions, enhancing the user experience and ensuring relevant content is easily accessible.
Reference: https://help.salesforce.com/s/ar ... ge=en_US&type=1 https://help.salesforce.com/s/ar ... ge=en_US&type=5
NEW QUESTION # 290
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
A. Incident Management tab and Whisper Messages
B. Omni-Channel Supervisor and Whisper Messages
C. Chat Supervisor tab and Whisper Messages
Answer: B
Explanation:
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
NEW QUESTION # 291
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
A. Omni-Channel with Capacity-Based Routing
B. Omni Channel with Queue-Based Routing
C. Omni-Channel with Einstein Case Routing
Answer: C
Explanation:
To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.
NEW QUESTION # 292
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.
B. Use child Cases to interact with the partner.
C. Send Email Quick Action to loop in the stakeholders.
Answer: A
Explanation:
For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem-solving and case resolution processes.
NEW QUESTION # 293
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
A. Import the records and use Duplicate Management.
B. Deduplicate the data before importing into Salesforce.
C. Import the records and create a Flow to change the data type.
Answer: B
Explanation:
The best practice to ensure clean data in Salesforce when importing customer data from Excel files is to deduplicate the data before the import process. This involves identifying and merging duplicate records, ensuring that only unique and accurate data is imported into Salesforce. This proactive step prevents data quality issues and maintains the integrity of the Salesforce database.
NEW QUESTION # 294
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