Online Access Free Salesforce.Service-Cloud-Consultant.v2024-02-28.q139 Practice Test (Page 12)

Service-Cloud-Consultant Exam Question 51

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A.Provide a self-help Customer Community.

B.Limit Customers to 5 Cases per day.

C.Add more support phone lines.

D.Ask sales reps to respond to support Cases

Service-Cloud-Consultant Exam Question 52

Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?

A.Create an FAQ article type and configure the enable suggested articles option in support settings.

B.Create an FAQ article type and enable the submit articles feature on the case close page layout.

C.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

D.Define a data category called FAQ and assign category visibility to users in the contact centre role.

Service-Cloud-Consultant Exam Question 53

Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A.Create a Chatter group and invite the customer to join with an external chatter user.

B.Set up insert Article into Social post and enable the customer community portal.

C.Set up communication channel layouts in the object manager to use Insert Article into Social post.

D.Create a Visualforce page on the customer community portal.

Service-Cloud-Consultant Exam Question 54

Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

A.Case Escalation Rules

B.Screen Flow

C.Omni-Channel Supervisor

D.Einstein Case Routing

Service-Cloud-Consultant Exam Question 55

Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A.On-Demand Email-to-Case

B.Email-to-Case

C.web-to-Case

D.An AppExchange package

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Service-Cloud-Consultant Exam Question 51

Service-Cloud-Consultant Exam Question 52

Service-Cloud-Consultant Exam Question 53

Service-Cloud-Consultant Exam Question 54

Service-Cloud-Consultant Exam Question 55

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