최신 Service-Cloud-Consultant 무료덤프 - Salesforce Certified Service cloud consultant
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
Which option should the consultant recommend so experts can collaborate in real time?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
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?
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?
정답: A
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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?
Which report type should the consultant recommend when creating a report?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
Which feature meets this requirement most effectively?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
Which primary object should a consultant select to create a new Omni-Channel report type?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.
What should a consultant recommend to meet the requirement?
What should a consultant recommend to meet the requirement?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
Which solution should the consultant recommend to meet the requirements?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)