Online Access Free Service-Cloud-Consultant Exam Questions

What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?

• A.It should be routed via Omni-Channel.
• B.It should be deployed with Experience Builder.
• C.It is incompatible with Einstein Bots.

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?

• A.Einstein Bots
• B.Service GPT
• C.Slack Connect

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

• A.OmniStudio
• B.Case auto-response rule
• C.Salesforce Chat

Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?

• A.Cases with Milestones
• B.Case History
• C.Case Lifecycle

A Service Cloud consultant has recently implemented a public Knowledge base.

• A.First call resolution
• B.Average case resolution time
• C.Monthly case volume