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[General] New Service-Cloud-Consultant Test Bootcamp | Service-Cloud-Consultant Reliable T

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【General】 New Service-Cloud-Consultant Test Bootcamp | Service-Cloud-Consultant Reliable T

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Earning the Salesforce Service-Cloud-Consultant Certification demonstrates the candidate's expertise in designing and implementing service solutions using Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is recognized globally and provides a competitive edge in the job market. Employers seek individuals who possess the skills and knowledge required to provide exceptional customer service and support, and this certification validates that the candidate has the ability to do so using Salesforce Service Cloud.
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Salesforce Certified Service cloud consultant Sample Questions (Q204-Q209):NEW QUESTION # 204
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?
  • A. Case Assignment rules
  • B. Omni-Channel Routing
  • C. Milestones & Entitlements processes
Answer: B
Explanation:
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.

NEW QUESTION # 205
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
  • A. Customize Intents using Einstein Chatbots.
  • B. Customize the pre-chat form.
  • C. Customize the Lightning Console chat page.
Answer: B
Explanation:
Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.

NEW QUESTION # 206
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
  • A. Add multiple ELSE IF blocks after the IF block
  • B. Add conditional logic to the instructions
  • C. Create a formula to build the macro logic around
  • D. Add a formula block to the macro
Answer: B,D
Explanation:
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
* Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
* Adding a formula block to the macro is a solution that involves using formulas to calculate values or
* perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros

NEW QUESTION # 207
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
  • A. Web-to-Case
  • B. Email-to-Case
  • C. Slack Connect
Answer: A
Explanation:
To enable customers to add digital files to case records, Web-to-Case is a suitable functionality. This feature allows customers to submit cases through a form on the company's website and attach files relevant to their cases. Salesforce then automatically creates a case record with the attached files, streamlining the process for both customers and service agents and ensuring that all pertinent information is readily available for case resolution.

NEW QUESTION # 208
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
  • A. Create a softphone layout and assign to user profiles.
  • B. Assign the correct Salesforce users to the Call Center.
  • C. Assign the Salesforce CTI license to Salesforce users.
  • D. Install an adapter from AppExdiange to work with third-party CTI systems.
  • E. Enable Live Agent in their community to chat with an agent.
Answer: A,B,D
Explanation:
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

NEW QUESTION # 209
......
In recent years, some changes are taking place in this line about the new points are being constantly tested in the Service-Cloud-Consultant real exam. So our experts highlights the new type of questions and add updates into the Service-Cloud-Consultant practice materials, and look for shifts closely when them take place. At the same time, as we can see that the electronic devices are changing our life day by day, our Service-Cloud-Consultant study questions are also developed to apply all kinds of eletronic devices.
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