Practice Service-Cloud-Consultant Exam Online

Question 1

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A : Customize service channel settings to define how the organization receives work from various

B :

Create a Salesforce Case to have Omni-Channel enabled.

C : Create the necessary objects in Salesforce.

D : From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Answer: D

Question 2

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

A : The report is shared with a Chatter Group.

B : The report contains a chart.

C : The report has a standard Report Type.

D : The report is a Summary or Matrix report.

E : The report chart is added to the Page Layout.

Answer: A,B,D

Question 3

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.

Which question should be asked to determine the preferred solution?

A : Do multiple versions of the entitlements need to be created and maintained?

B : It support provoded on a periodic basis and renewed annually?

C : Do Service Agents need to determine whether a customer is eligible for support?

D : Will customers access selft service resources through Experince Cloud?

Answer: C

Question 4

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

A : Enable Work Orders.

B : Create an Entitlement Process.

C : Set up Milestones.

D : Configure Service Contracts.

Answer: B,C

Question 5

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

A : Add multiple ELSE IF blocks after the IF block

B : Add conditional logic to the instructions

C : Create a formula to build the macro logic around

D : Add a formula block to the macro

Answer: C,D

Name:	Salesforce Certified Service cloud consultant (WI24)
Exam Code:	Service-Cloud-Consultant
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Apr 22, 2024

Salesforce Service-Cloud-Consultant