Online Access Free Service-Con-201 Exam Questions

Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

• A.Email relay
• B.deg -Demand Email-to-Case
• C.Email-to-Case

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?

• A.Use Salesforce Workbench.
• B.Use a change set.
• C.Re-create them manually.

Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?

• A.Web-to-Case
• B.Slack Connect
• C.Email-to-Case

Universal Containers provides phone support to customers. The abandoned call rate has been high in recent months.
Which solution should a Service Cloud Consultant recommend to address the issue?

• A.Create case assignment rules for service rep routing.
• B.Configure and set up Service Swarming in Slack.
• C.Enable contact requests and queue callbacks.

Using the Lightning Service Console, how can a contact center manager see which service reps are currently available to accept new cases?

• A.Omni-Channel Supervisor tab
• B.Omni-Channel Utility component
• C.Omni-Channel Analytics