Service Cloud Consultant V2

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?A . Push Notifications B. Case Feed C. Omni-channel Supervisor D. Next Best ActionsView AnswerAnswer: C

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answersA . Omni-Channel B. Publisher Actions...

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases....

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?A . Change the org-wide default for cases and contacts internal access to private. B. Update the case...

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?A . Prepare, Plan, Test, Execute, Validate B. Plan, Prepare, Test, Execute, Validate...

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?A . Use Process...

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answersA . Create a...

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 consultant recommend to address this problem?A . Configure Process Builder...

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...

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answersA . Approval Process that assigns an Article to a Reviewer Queue. B. Knowledge Action to Publish an Article once the Article is approved. C. Validation Rules for article record types to verify all fields during creation....