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Service-Cloud-Consultant Exam Dumps - Salesforce Certified Service cloud consultant (SU24)

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Question # 17

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles

from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

A.

Change the HTML format first to support subfields.

B.

Create an HTML file for each rich text area field.

C.

Modify the import parameters to specify HTML encoding.

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Question # 18

How should a consultant configure a report that shows the average number of days that Cases stay open?

A.

Create a formula field on Case to calculate the average age.

B.

Create a report snapshot of the number of open Cases each day.

C.

Use the standard Case age field on the resort.

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Question # 19

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

A.

Chatter

B.

Omni-Channel Supervisor

C.

Flow Orchestrator

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Question # 20

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and

Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.

What should a consultant recommend to meet the requirements?

A.

Add the Account object to Recent Items utility.

B.

Include the History utility in the console app.

C.

Mention the case number in a Chatter group.

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Question # 21

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

A.

Use auto-response rules to send an email to the customer.

B.

Use Escalation Rules to assign the case to a case queue.

C.

Use Flow Builder to send an email to the customer.

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Question # 22

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

A.

Omni-Channel Analytics

B.

Omni-Channel Utility component

C.

Omni-Channel Supervisor tab

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Question # 23

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.

What should a consultant recommend?

A.

Add History to the Utility bar.

B.

Create a custom dashboard.

C.

Keep all cases open in tabs.

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Question # 24

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

A.

In-App Guidance

B.

Einstein Next Best Action

C.

Actions & Recommendations

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