Service-Cloud-Consultant Exam Dumps Collection & PDF Service-Cloud-Consultant Download

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Salesforce Certified Service cloud consultant Sample Questions (Q76-Q81):

NEW QUESTION # 76

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

  • A. Knowledge articles suggested by Einstein
  • B. Upcoming Milestones for the Case's Entitlement
  • C. Internal Chatter posts about the Case

Answer: A

Explanation:

Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.


NEW QUESTION # 77

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

  • A. Assign users a sharing rule with access to the service console app
  • B. Assign users a profile with access to the service console app
  • C. Assign users a permission with access to the service console app
  • D. Assign user to public group with access to the service console app

Answer: B,C


NEW QUESTION # 78

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. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?

  • A. Use an auto-launched flow to capture details.
  • B. Use Open CTI with Pop to flow to capture details.
  • C. Use a new customer Path on Contact to capture details.
  • D. Use a global quick action to capture details.

Answer: A

Explanation:

Explanation

Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide

& Tips, Create an Auto-Launched Flow


NEW QUESTION # 79

Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.

What are two reasons the integration is fading?

Choose 2 answers

  • A. Users must have Modify AM permission to delete archived articles.
  • B. The Amde Type field is no longer accessible via SOQi or the API.
  • C. Only Published articles are available in the API.
  • D. URL formats for articles drffer between Classic and Lightning Knowledge.
  • E. After the migration, an integration process that manages the articles' lifecyde by archiving and

Answer: A,D

Explanation:

These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified References: :

URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge


NEW QUESTION # 80

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.

Which feature should a consultant implement to meet the requirement?

  • A. Omni-Channel
  • B. Dynamic Forms
  • C. Record Types

Answer: C

Explanation:

For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.


NEW QUESTION # 81

......

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