Salesforce Certified Service Cloud Consultant - Salesforce Certified Service Cloud Consultant Exam
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Total 211 questions
Question #6 (Topic: Exam A)
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 three Salesforce productivity features should be used to accomplish this requirement? (Choose three.)
Which three Salesforce productivity features should be used to accomplish this requirement? (Choose three.)
A. Omni-Channel
B. Publisher Actions
C. Macros
D. Chatter
E. Quick Text
Answer: BCE
Question #7 (Topic: Exam A)
Milestones can be added to which three Object types? (Choose three.)
A. Case
B. Service
C. Entitlement
D. Work Order
E. Account
Answer: ACD
Question #8 (Topic: Exam A)
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
What should be configured to meet this requirement?
A. Entitlement processes, contracts, contract line items, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, milestones, milestone actions, and entitlements
Answer: D
Question #9 (Topic: Exam A)
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
What should the consultant recommend to meet the requirements?
A. Allow Comments on Knowledge articles.
B. Enable Chat in an Experience Cloud site.
C. Implement Case Assignment Rules.
D. Create a self-service Help Center.
Answer: D
Question #10 (Topic: Exam A)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page.
How should a consultant configure this requirement?
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add the Knowledge Component to the Case record page.
D. Add Knowledge Data Categories to each Case.
Answer: C
