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[General] Service-Cloud-Consultant Dump Check & Pass Service-Cloud-Consultant Rate

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【General】 Service-Cloud-Consultant Dump Check & Pass Service-Cloud-Consultant Rate

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Salesforce Service-Cloud-Consultant Certification Exam is designed to test an individual's knowledge and skills in implementing and designing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification validates that the candidate possesses the expertise required to provide world-class service and support to clients using Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam covers topics such as service cloud architecture, designing and building service solutions, implementing service cloud solutions, and managing service cloud environments.
Salesforce Certified Service cloud consultant Sample Questions (Q258-Q263):NEW QUESTION # 258
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
  • A. Create an autolaunched Flow.
  • B. Update the Approval Process to Auto-launch.
  • C. Create a Lightning Web Component action for Approval Process.
Answer: A
Explanation:
In Salesforce, to ensure that specific Knowledge articles are submitted for approval automatically, you can leverage an autolaunched Flow. This approach removes the dependency on agents to manually click the
"Submit for Approval" button, thereby reducing the risk of articles bypassing the necessary approval process.
Implementation Steps:
* Approval Process Configuration:First, set up an Approval Process for the Knowledge object, defining the entry criteria based on article types and categories that require approval.
* Autolaunched Flow Creation:Create an autolaunched Flow that is triggered when a Knowledge article meets the specified criteria. Within this Flow, use the "Submit for Approval" core action to programmatically submit the article into the Approval Process.
* Triggering Mechanism:Implement a record-triggered Flow that invokes the autolaunched Flow upon creation or update of a Knowledge article that matches the approval criteria.
By automating the submission process, you ensure that all relevant articles undergo the necessary approval steps without relying on manual intervention. This method aligns with Salesforce best practices for automating approval processes using Flow.
References:https://help.salesforce.com/s/ar ... ;type=1https://www.
salesforceben.com/automatically-launch-a-salesforce-approval-processes/

NEW QUESTION # 259
Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?
  • A. Percent of cases closed meeting the defined SLA
  • B. Percent of cases closed with chatter posts
  • C. Percent of cases closed on first contact
  • D. Percent of cases closed with an attached article
Answer: A

NEW QUESTION # 260
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
  • A. Add a custom Lightning component to the site and the Case Lightning record page.
  • B. Create a screen-based flow accessible from the Experience site and internaly.
  • C. Post a web to case form on the site and assign the case to the specialist for completion.
  • D. Use email to case for the client to submit the relevant information to the specialist.
Answer: B
Explanation:
Creating a screen-based flow accessible from the Experience site and internally is a solution that can enable clients to apply for a home loan through an Experience site and allow a loan specialist to finish the submission if needed. A screen-based flow is a type of flow that allows administrators to create guided processes that collect user input through screens and perform actions based on the input. A screen-based flow can be embedded in an Experience site or an internal app and allow clients or loan specialists to fill out the information for the home loan application. Verified References: :
https://help.salesforce.com/s/ar ... ment.htm&type=5 :
https://help.salesforce.com/s/ar ... view.htm&type=5

NEW QUESTION # 261
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
  • A. Is available for users in the partner portal
  • B. Allows Chatter Messenger to be used between agents
  • C. Displays records and their related items as tabs on one screen
  • D. Indicates when records and lists are changed by others
Answer: B,C

NEW QUESTION # 262
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
  • A. Create a report using Grouping.
  • B. Create a joined report.
  • C. Create a reporting snapshot.
Answer: B
Explanation:
To measure first-call resolution by channel, agent, and calendar month, creating a joined report is the most effective reporting solution. Joined reports in Salesforce allow for the combination of data from different report types into a single report, providing a comprehensive view of related metrics. This capability is particularly useful for analyzing first-call resolution rates across multiple dimensions (channel, agent, and time), enabling the support manager at Universal Containers to gain insights into performance trends and identify areas for improvement in the service delivery process.

NEW QUESTION # 263
......
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