LATEST SERVICE-CLOUD-CONSULTANT EXAM OBJECTIVES EXAM | SALESFORCE SERVICE-CLOUD-CONSULTANT: SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT–100% FREE

Latest Service-Cloud-Consultant Exam Objectives Exam | Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant–100% free

Latest Service-Cloud-Consultant Exam Objectives Exam | Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant–100% free

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Tags: Latest Service-Cloud-Consultant Exam Objectives, Service-Cloud-Consultant Practical Information, Cert Service-Cloud-Consultant Guide, New Service-Cloud-Consultant Exam Fee, Service-Cloud-Consultant Latest Exam Fee

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Salesforce Certified Service cloud consultant Sample Questions (Q98-Q103):

NEW QUESTION # 98
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

  • A. Define approval processes for each article type
  • B. Configure article types for each kind of content
  • C. Configure workflow rules for each data category
  • D. Configure data category values for each product
  • E. Define approval processes for each product

Answer: B,C,D


NEW QUESTION # 99
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

  • A. Use Omni-Channel Supervisor to monitor agents' chat sessions.
  • B. Use Einstein Chat Insight to identify areas to improve.
  • C. Use skills-based routing in Salesforce Messaging.
  • D. Use an Einstein Bots Chat to handle common issues.

Answer: B

Explanation:
Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_insights_setup.htm&type=5


NEW QUESTION # 100
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

  • A. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
    they need.
  • B. Create multiple Salesforce Console for Service applications and configure them based on user's
    requirements.
  • C. Create case page layouts for each interaction channel and assign them to different agent profiles.
  • D. Create multiple agent console applications and configure the Iayout based on the user's requirements.

Answer: B


NEW QUESTION # 101
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?

  • A. Einstein Article Recommendations
  • B. Einstein Reply Recommendations
  • C. Einstein Case Wrap-Up

Answer: B

Explanation:
Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions, automating standard replies and improving efficiency. This feature helps reduce the time spent by agents on crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort.


NEW QUESTION # 102
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

  • A. Quick Actions added to the case page
  • B. Actions and Recommendations component
  • C. Macro to open related cases
  • D. Customized case hovers

Answer: D


NEW QUESTION # 103
......

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