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Salesforce Service-Cloud-Consultant Certification Exam is designed for professionals who are experienced in implementing Service Cloud solutions in a customer-facing role. Salesforce Certified Service cloud consultant certification validates a candidate's expertise in designing and deploying solutions that support customer service processes across multiple channels, including phone, email, chat, and social media. The Salesforce Certified Service cloud consultant certification exam is one of the most prestigious certifications in the IT industry, aimed at professionals looking to establish their career in the Salesforce domain.
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NEW QUESTION # 153
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
Answer: D
Explanation:
Explanation
Configuring the new app in a sandbox and using a change-set to push the configuration to production for testing and training is a recommended way to mitigate the concerns of disrupting current operations and impacting customer satisfaction. A sandbox is a copy of the production environment that can be used for development, testing, or training purposes without affecting the live data or users. A change-set is a collection of metadata components that can be deployed from one Salesforce org to another. By using these tools, Universal Containers can ensure that the new app is working as expected and that the agents are familiar with it before making it available in production. Verified References: Service Cloud Consultant Certification Guide
& Tips, Sandbox Overview, Change Sets Overview
NEW QUESTION # 154
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
Answer: A,D,E
NEW QUESTION # 155
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
Answer: A,D
NEW QUESTION # 156
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
Answer: D
Explanation:
Explanation
Partner Community Login is an Experience Cloud license that allows external users such as partners or resellers to access Salesforce features such as reports, dashboards, leads, opportunities, etc. This license also allows external users to run reports as specified users, which means they can see report results based on another user's data access level. This license meets the requirements of external support managers who need to view and execute reports with this ability. Verified References: [Experience Cloud User Licenses]
NEW QUESTION # 157
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
Answer: A
Explanation:
To address the increase in Case Resolution times, Einstein Article Recommendations can be highly effective.
This feature uses machine learning to suggest relevant knowledge articles to agents, based on the context of the customer cases they are working on. By providing agents with quick access to pertinent information, Einstein Article Recommendations can significantly reduce the time spent searching for solutions, thereby improving case resolution times and enhancing overall service efficiency.
NEW QUESTION # 158
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