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Salesforce Service Cloud Consultant Dumps

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Salesforce Service Cloud Consultant Dumps

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  1. Service Cloud Service Cloud Consultant Dumps Consultant Dumps Salesforce Certified Service cloud Salesforce Certified Service cloud consultant consultant https://www.passcert.com/ https://www.passcert.com/Service-Cloud-Consultant Service-Cloud-Consultant.html .html

  2. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 1 Universal Containers Call Center Agents have limited visibility to customer support levels, Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers and reduce response and resolution times? Choose 2 answers A. Configure Assignment Rules based on Case Priority. A. Configure Assignment Rules based on Case Priority. B. Add the Entitlements related list to the Account Page Layout. B. Add the Entitlements related list to the Account Page Layout. C. Create a Report of all active Entitlements grouped by Customers. C. Create a Report of all active Entitlements grouped by Customers. D. Configure Success, Warning, and Violation Actions for Milestones. D. Configure Success, Warning, and Violation Actions for Milestones. Answer: A,B Answer: A,B 2

  3. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 2 Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved? How can this be achieved? A. Customer view of case tab A. Customer view of case tab B. Custom Visual force page B. Custom Visual force page C. Custom report C. Custom report D. Custom related list D. Custom related list Answer: B Answer: B 3

  4. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 3 A team of publishers has created and published articles in Salesforce knowledge. The manager of the help A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers A. Report on the articles followed in Chatter A. Report on the articles followed in Chatter B. Report on agent ratings on articles B. Report on agent ratings on articles C. Report on agent feedback on articles C. Report on agent feedback on articles D. Report on the articles attached to cases D. Report on the articles attached to cases Answer: B,D Answer: B,D 4

  5. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 4 The contact center manager at Universal Containers is concerned that the first call resolution rate for their The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric? What should a consultant recommend to improve this metric? A. Skills -based routing A. Skills -based routing B. Private branch exchange B. Private branch exchange C. Workforce management C. Workforce management D. Interactive voice response D. Interactive voice response Answer: A Answer: A 5

  6. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 5 Which three processes are uses case for Visual Workflow? Choose 3 answers Which three processes are uses case for Visual Workflow? Choose 3 answers A. Cross-sell promotions for agents A. Cross-sell promotions for agents B. Decision-based troubleshooting for agents B. Decision-based troubleshooting for agents C. Assignment of email to a case queue based on subject C. Assignment of email to a case queue based on subject D. Caller verification and creation of a new case D. Caller verification and creation of a new case E. Field validation during case creation E. Field validation during case creation Answer: A,B,D Answer: A,B,D 6

  7. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 6 A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter? in Chatter? A. Follow the SMEs to receive automatic updates when they add case comments A. Follow the SMEs to receive automatic updates when they add case comments B. Bookmark all the comments related to the issue from SMEs B. Bookmark all the comments related to the issue from SMEs C. Use hashtag (#) to track the customer case and SMEs comments C. Use hashtag (#) to track the customer case and SMEs comments D. @mention the SMEs on the case Chatter feed and follow the case D. @mention the SMEs on the case Chatter feed and follow the case Answer: D Answer: D 7

  8. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 7 Universal Containers has defined a set of steps that each Case must go through, from 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 submission to closure. In addition, each step must be completed within a specific amount of time. amount of time. What approach should a consultant recommend to meet these requirements? What approach should a consultant recommend to meet these requirements? A. Configure Case Escalation Rules. A. Configure Case Escalation Rules. B. Define Entitlement and Milestones. B. Define Entitlement and Milestones. C. Use Process Builder with Scheduled Actions C. Use Process Builder with Scheduled Actions D. Enable Omni-Channel Routing. D. Enable Omni-Channel Routing. Answer: B Answer: B 8

  9. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 8 Universal Containers has determined that case list views are slow to load because of the large Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers Which two actions will improve the performance of the list views? Choose 2 answers A. Restrict visibility of the views A. Restrict visibility of the views B. Reduce the number of fields displayed B. Reduce the number of fields displayed C. Filter the views by case owner C. Filter the views by case owner D. Remove filter criteria from the views D. Remove filter criteria from the views Answer: B,C Answer: B,C 9

  10. Download Passcert valid Service Cloud Consultant exam dumps to pass your Service Cloud Consultant exam successfully Question 9 Universal Containers would like to provide their contact center agents with a map image of their Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution? What should a consultant recommend as part of the solution? A. An outbound message to a middleware platform to provide map details A. An outbound message to a middleware platform to provide map details B. A mashup integration on the Account page to a third-party mapping service B. A mashup integration on the Account page to a third-party mapping service C. A Web Service call-out that retrieves map details from the backend system C. A Web Service call-out that retrieves map details from the backend system D. A custom tab of type URL that displays a map image of customer location D. A custom tab of type URL that displays a map image of customer location Answer: B Answer: B 10

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