Service Cloud Consultant V2

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answersA . Omni-Channel B. Page Layouts C. Record Types D. Support Processes E. Article TypesView AnswerAnswer: A, C,...

Milestones can be added to which three object types? Choose 3 AnswersA . Work order B. Case C. Service D. Entitlement E. AccountView AnswerAnswer: A, B

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?A . Account tabs and Cases tab B. Case tabs with Account subtabs C. Account tab with...

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents...

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?A . Configure Lightning Guided Engagement. B. Configure a Live Chat Validation Rule. C. Customize the Pre-chat form. D. Customize the Lightning Console chat page.View AnswerAnswer: C

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni Channel B. Contact Request C. Field Service D. Mobile ConnectView AnswerAnswer: C

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement?A . Define case auto-response rules. B. Estabalish case assignment rules. C. Use Flow Builder to create a flow with scheduled path. D. Configure case...

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?A . Entitlement processes, milestones, milestone actions, and entitlements B. Entitlement processes, contracts, contract line Items, and entitlements C. Entitlement processes, contract line items, milestones, and entitlements...

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answersA . All open Cases by Priority B. All open...

Which search mechanism should be used to find case comments from within the lightning service console?A . Search utility component B. Comment search component C. Comments list view D. Global searchView AnswerAnswer: D