Service Cloud Consultant exam

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answersA . Customer community B. Knowledge base C. Service cloud console D. Automatic call distributionView AnswerAnswer: A, B

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...

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?A . Email-to-Case B. web-to-Case C. An AppExchange package D. On-Demand Email-to-CaseView AnswerAnswer: D

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules. B. Define Entitlement 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...

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:...

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