SERVICE-CLOUD-CONSULTANT EXAMCOLLECTION VCE & NEW SERVICE-CLOUD-CONSULTANT EXAM FEE

Service-Cloud-Consultant Examcollection Vce & New Service-Cloud-Consultant Exam Fee

Service-Cloud-Consultant Examcollection Vce & New Service-Cloud-Consultant Exam Fee

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Salesforce Service-Cloud-Consultant is a certification exam designed for professionals who want to validate their expertise in Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is intended for individuals who have experience in designing and implementing solutions that support customer service and contact center operations. The Salesforce Service-Cloud-Consultant Certification Exam validates the skills and knowledge required to design and implement customer service solutions in Salesforce.

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Salesforce Certified Service cloud consultant Sample Questions (Q74-Q79):

NEW QUESTION # 74
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

  • A. Use an Einstein Bots Chat to handle common issues.
  • B. Use skills-based routing in Salesforce Messaging.
  • C. Use Omni-Channel Supervisor to monitor agents' chat sessions.
  • D. Use Einstein Chat Insight to identify areas to improve.

Answer: D

Explanation:
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_setup.htm&type=5


NEW QUESTION # 75
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

  • A. Use the Lightning Knowledge Migration Tool and choose 'include files'.
  • B. Use the Files Related List on each article to add files to your articles.
  • C. Post the Files to the Chatter Feed on each Article.
  • D. Upload the files as Documents, then relate them to the migrated Articles.

Answer: D


NEW QUESTION # 76
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:

  • A. Tiered data strategy
  • B. Custom search
  • C. Record types
  • D. Custom indexes
  • E. Divisions

Answer: A,D,E


NEW QUESTION # 77
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

  • A. Set the final approval action to "Lock the record for editing".
  • B. Approve articles from the Knowledge approval page to Publish.
  • C. Agents must click Publish after the Approval Process.
  • D. The Approval Process will automatically Publish.

Answer: B

Explanation:
Explanation
Approving articles from the Knowledge approval page to Publish is a necessary step to make articles visible in all the selected channels after implementing a review process for all new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected.
Approving articles from this page will change their status to Published, which means they are visible in all the selected channels, such as internal app, customer community, or public knowledge base. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_page.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_article_visibility.htm&type=5


NEW QUESTION # 78
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

  • A. Global Quick Action
  • B. Quick Text
  • C. Macros
  • D. Email Temp ates

Answer: C,D

Explanation:
Explanation
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations.
Email Templates can help ensure consistent and professional communication with customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5


NEW QUESTION # 79
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