Service-Cloud-Consultant Exam Braindumps: Salesforce Certified Service cloud consultant & Service-Cloud-Consultant Questions and Answers

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Salesforce Certified Service Cloud Consultant Exam is a comprehensive test that covers a variety of topics related to customer service, including case management, knowledge management, service console, analytics, and reporting. Service-Cloud-Consultant exam also assesses the candidate's ability to design and implement complex customer service solutions using Salesforce Service Cloud. Service-Cloud-Consultant Exam consists of 60 multiple-choice questions that must be completed in 105 minutes.

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Salesforce Certified Service cloud consultant Sample Questions (Q132-Q137):

NEW QUESTION # 132
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

A. Establish Duplicate Rules to find similar cases.
B. Change the Run Apex As User to a service agent profile.
C. In Inbound Setting, set Enable Case Reopen to 3 days.
D. Configure a Macro to close the duplicate case

Answer: C

Explanation:
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen

NEW QUESTION # 133
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

A. Create a Case Macro
B. Configure flow Builder /Process Builder
C. Activate a validation rule
D. Define case escalation rules

Answer: B

NEW QUESTION # 134
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?

A. Email-to-Case
B. Web-to-Case
C. On-Demand Email-to-Case

Answer: B

Explanation:
For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.

NEW QUESTION # 135
What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A. The report has a standard Report Type.
B. The report is a Summary or Matrix report.
C. The report is shared with a Chatter Group.
D. The report chart is added to the Page Layout.
E. The report contains a chart.

Answer: B,E

NEW QUESTION # 136
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

A. Define case auto-response rules.
B. Establish case assignment rules.
C. Use Flow Builder to create a flow with a scheduled path.
D. Configure case escalation rules.

Answer: D

Explanation:
Explanation
Configuring case escalation rules is an approach that can notify support managers when a new case has been untouched for more than two business days. Case escalation rules are tools that allow administrators to define the conditions and actions for escalating cases to higher-level agents or managers. Case escalation rules can help ensure that cases are handled in a timely and efficient manner. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_create.htm&type=5

NEW QUESTION # 137
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