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Exam Service-Cloud-Consultant Braindumps | 100% Free Valid Salesforce Certified Service cloud consultant New Dumps Book

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To be eligible for the Salesforce Service-Cloud-Consultant exam, you need to have a minimum of six months of experience in implementing and configuring Salesforce Service Cloud. You should also have a good understanding of customer service processes and practices. It is recommended that you have completed the Salesforce Administrator certification before attempting the Service-Cloud-Consultant Exam.

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Service-Cloud-Consultant Actual Real Questions: Salesforce Certified Service cloud consultant & Service-Cloud-Consultant Practice Questions

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Salesforce Certified Service cloud consultant Sample Questions (Q82-Q87):

NEW QUESTION # 82
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a single data category group for each division and provide access using the role hierarchy.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create separate data category groups for each division and assign the category to a division profile.

Answer: A

Explanation:
Explanation
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division.
This way, each division will only see its own articles when performing a search. Verified References: Data Categories

NEW QUESTION # 83
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

A. Actions & Recommendations component
B. Global Shared Macro
C. Omni-Channel Utility widget
D. Personalised navigation menu

Answer: C

Explanation:
Explanation
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified References: : Omni-Channel Utility Widget

NEW QUESTION # 84
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?

A. Reports and Dashboards
B. Service Contracts
C. Entitlements and Milestones

Answer: C

Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.

NEW QUESTION # 85
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
D. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

Answer: A

NEW QUESTION # 86
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

A. Dashboad folder sharing
B. Dynamic dashboards
C. Org wide default for cases set to private
D. Case Object permissions set to create and read

Answer: A,B

Explanation:
Explanation
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5

NEW QUESTION # 87
......

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Tom Boyd Tom Boyd

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