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

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Question # 33

Cloud Kicks customers need a method to create cases without a login. Managers are

concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?

A.

On-Demand Email-to-Case Threading

B.

Web-to-Case with Einstein Case Classification

C.

Web-to-Case with reCAPTCHA enabled

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Question # 34

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A.

Average Handle Time

B.

Reduced Call Volume

C.

Total Open Cases

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Question # 35

Universal Containers wants to add functionality to its Service Cloud implementation so

customers are able to add digital files to case records.

Which functionality should a consultant recommend to meet these requirements?

A.

Email-to-Case

B.

Web-to-Case

C.

Slack Connect

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Question # 36

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

A.

Macros

B.

Quick action

C.

Flow

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Question # 37

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

A.

Use the Case Historical Trending report type.

B.

Use the Cases with Milestones report type.

C.

Use the Case Lifecycle report type.

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Question # 38

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

A.

The report must be used on a Dashboard.

B.

The report must have a standard Report Type.

C.

The report must contain a chart.

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Question # 39

Universal Containers wants to offer its customers interactive chat as well as case processing.

The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an

appropriate number of issues?

A.

Case assignment rules

B.

Omni-Channel

C.

Case team

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Question # 40

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

A.

Omni-Channel Routing

B.

Milestones & Entitlements processes

C.

Case Assignment rules

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