PASS GUARANTEED SERVICE-CLOUD-CONSULTANT - SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT–VALID NEW LEARNING MATERIALS

Pass Guaranteed Service-Cloud-Consultant - Salesforce Certified Service cloud consultant–Valid New Learning Materials

Pass Guaranteed Service-Cloud-Consultant - Salesforce Certified Service cloud consultant–Valid New Learning Materials

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Salesforce Certified Service cloud consultant Sample Questions (Q20-Q25):

NEW QUESTION # 20
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?

  • A. Use the Cases with Milestones report type.
  • B. Use the Case Lifecycle report type.
  • C. Use the Case Historical Trending report type.

Answer: B

Explanation:
For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is recommended. This report provides a detailed view of the duration cases spend in each status, helping to identify bottlenecks and areas for process improvement to reduce average case age and enhance customer satisfaction.


NEW QUESTION # 21
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. Use email to case for the client to submit the relevant information to the specialist.
  • B. Post a web to case form on the site and assign the case to the specialist for completion.
  • C. Add a custom Lightning component to the site and the Case Lightning record page.
  • D. Create a screen-based flow accessible from the Experience site and internaly.

Answer: D

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/articleView?id=sf.flow_concepts_screenelement.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_overview.htm&type=5


NEW QUESTION # 22
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

  • A. Use Most Cases Closed report.
  • B. Use the agents' Presence Status,
  • C. Use the Most Available routing model.

Answer: C

Explanation:
The Most Available routing model in Omni-Channel is designed to distribute work evenly among agents, ensuring a balanced workload. When applied to case management, this feature takes into account the agents' capacity and current workload, routing cases to the agent with the most availability. By also considering agents' skills or product specialization, Omni-Channel can ensure that cases are not only distributed evenly but also assigned to agents with the relevant expertise. This approach optimizes resource utilization, improves response times, and ensures that agents are working on cases that match their specialization, leading to more effective case resolution.


NEW QUESTION # 23
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

  • A. Scheduled flow
  • B. Dynamic Form
  • C. Apex Trigger
  • D. Quick Action

Answer: D

Explanation:
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack


NEW QUESTION # 24
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. Assign the correct Salesforce users to the Call Center.
  • B. Enable Live Agent in their community to chat with an agent.
  • C. Assign the Salesforce CTI license to Salesforce users.
  • D. Install an adapter from AppExdiange to work with third-party CTI systems.
  • E. Create a softphone layout and assign to user profiles.

Answer: A,D,E

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 # 25
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