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What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
- Passing Score: 67%
- Number of Questions: 60
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Salesforce Certified Service cloud consultant Sample Questions (Q145-Q150):
NEW QUESTION # 145
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add the knowledge tab to the service console
- B. Add knowledge component to case record page
- C. Add the knowledge related list to the case record page
- D. Add knowledge data categories to each case
Answer: B
NEW QUESTION # 146
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use workflow rules to send an email to the customer
- B. Use auto-response rules to send an email to the customer
- C. Use escalation rules to assign the case to a case queue
- D. Use assignment rules to assign the case to a case queue
Answer: A
NEW QUESTION # 147
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client’s system integration. What would the consultant recommend to expedite the handling of
these cases?
- A. Enable Chatter case feed and add product development team members to the case team.
- B. Build a repository of Knowledge articles related to integration and share it with the customer.
- C. Create a private Chatter group with customers and invite key individuals to join the group.
- D. Create a related child case and assign the child case to the product development team.
Answer: C
NEW QUESTION # 148
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is
the first step required to configure Omni Channel?
- A. Assign Users to the Omni Channel Feature License.
- B. Assign Users to Omni Channel permissions.
- C. Contact Salesforce to have Omni Channel enabled.
- D. Enable Omni Channel in Setup.
Answer: D
NEW QUESTION # 149
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: A
NEW QUESTION # 150
……
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