Service Cloud Consultant V2

Which three are characteristics of Visual Workflow? Choose 3 answersA . Apex code must be used to update fields in the database. B. Elements can be used to pass data to legacy systems. C. Apex code must be used to pass data to legacy systems. D. Only one version of...

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 answersA . Enable Work Orders. B. Create an Entitlement Process. C. Set up Milestones. D. Configure Service Contracts.View AnswerAnswer:...

Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment?A . Select two Twitter or Facebook...

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?A . Deploy the configured and tested app to production, update...

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...

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?A . Enable...

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answersA . Simplify the interactive voice response (IVR) tree. B. Set up Email-to-Case. C. Use Assignment rules and case queues. D. Add additional agents to lower average hold time.View AnswerAnswer:...

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case....

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?A . Add the Knowledge related list to the Case record page. B. Add the Knowledge tab to the Service Console....

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?A . Service Console Macros B. Lightning Guided Engagement C. Path for Cases D. Lightning Flow ComponentView AnswerAnswer: B