Free Salesforce Service-Cloud-Consultant Exam Questions

Become Salesforce Certified with updated Service-Cloud-Consultant exam questions and correct answers

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Total 261 Questions | Updated On: Jan 08, 2025

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Question 1

universal containers is implementing a customer community using the

customer service template.One of the requiremnets is for members to be able

to find knowledge articles based on the product type.How should consultant

satisfy this requirement

A : fine article types with sharing settings

B : able suggested artciels in the community

C : ilize topic tags for each product type

D : t the visibility to the data categories

Answer: C

Question 2

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

A : Set up the Case Deflection component to share Knowledge articles.

B : Create a Macro to send an email with Knowledge articles.

C : Create an auto-response rule that links to Knowledge articles.

Answer: B

Question 3

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

A : fine Case Auto-Response Rules.

B : tablish Case Assignment Rules.

C : eate a Process Builder with Scheduled Actions.

D : nfigure Case Escalation Rules.

Answer: A

Question 4

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A : Tailoring the objects to expose specific customer data

B : Enhancing user profiles for customer services

C : Optimizing the user interface for improved usability

Answer: A

Question 5

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 : able Work Orders.

B : eate an Entitlement Process.

C : t up Milestones.

D : nfigure Service Contracts.

Answer: B,C

Page: 1 / 53

Total 261 Questions | Updated On: Jan 08, 2025

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