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[General] Quiz Salesforce - The Best Service-Con-201 Exam Fee

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【General】 Quiz Salesforce - The Best Service-Con-201 Exam Fee

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Salesforce Certified Service Cloud Consultant Sample Questions (Q246-Q251):NEW QUESTION # 246
Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?
  • A. Instruct users to uncheck the "Send notification email" checkbox when changing the owner.
  • B. Create a screen flow to change the case owner and bypass the new ownership email.
  • C. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.
Answer: C
Explanation:
Comprehensive and Detailed
To reduce the volume of email notifications sent to support agents when case ownership changes, administrators can modify the Support Settings in Salesforce.
From the official Salesforce Help documentation:
"Select Cases. Select Support Settings. Deselect the Notify Case Owners when Case Ownership Changes checkbox to disable email notifications."
-Salesforce Help
By unchecking this setting, Salesforce will no longer automatically send email notifications to agents upon changes in case ownership, thereby reducing email clutter and allowing agents to focus on more critical communications.

NEW QUESTION # 247
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?
  • A. Prioritize the requirements based on the stakeholder who submitted them.
  • B. Identify and prioritize the requirements for the minimum viable product.
  • C. Prioritize the requirements based on requests from the regions.
Answer: B
Explanation:
Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements.

NEW QUESTION # 248
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
  • A. Set the organization-wide default to Private and create sharing rules to share them with roles.
  • B. Create a folder for each product line and share them with public groups.
  • C. Add a permission set for Read access to the appropriate product line.
Answer: B
Explanation:
By creating a separate folder for quick texts for each product line and sharing these folders with respective public groups associated with each product line's support reps, Universal Containers can ensure that support reps have access only to the quick texts relevant to their product line. This approach maintains organized access control and supports standardization while catering to the unique needs of each product line.

NEW QUESTION # 249
The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).
Which approach should the consultant recommend to streamline this process with minimal effort?
  • A. Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.
  • B. Create a Custom Object and utilize Data Loader to import work order data into Salesforce.
  • C. Use Salesforce Connect and External Objects to represent work order data in Salesforce.
Answer: C
Explanation:
Salesforce Connect allows seamless integration with external systems, enabling real-time access to data stored outside of Salesforce without the need for data duplication. By utilizing External Objects, datafrom an enterprise data warehouse (EDW) can be represented within Salesforce, allowing users to access and generate reports on work order data directly.
This approach offers several advantages:
Real-Time Data Access:Users can view the most current data without waiting for scheduled imports.
Reduced Storage Costs:Since data isn't stored within Salesforce, it minimizes storage usage and associated costs.
Simplified Maintenance:Eliminates the need for complex data synchronization processes.
Compared to importing data via Data Loader or implementing batch integration processes, Salesforce Connect provides a more streamlined and efficient solution for accessing external data sources.
Reference:
https://help.salesforce.com/s/ar ... ge=en_US&type=5
https://developer.salesforce.com ... xternal_objects.htm

NEW QUESTION # 250
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. Slack Connect
  • B. Web-to-Case
  • C. Email-to-Case
Answer: B
Explanation:
To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.

NEW QUESTION # 251
......
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