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Salesforce Certified Service cloud consultant Sample Questions (Q16-Q21):

NEW QUESTION # 16
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?

A. Create a Dynamic Dashboard.
B. Create a dashboard for each support manager.
C. Create a dashboard using Reporting Snapshots.

Answer: A

Explanation:
For a scalable solution that allows support managers to see regional support metrics by default, creating a Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access permissions and role hierarchy, enabling each support manager to view metrics specific to their region automatically, without the need for multiple individual dashboards.

NEW QUESTION # 17
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

A. Slack message
B. Path for Cases
C. Escalation Rules
D. Case Comments

Answer: B

Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
To provide Tier 2 agents with visibility into the progress made by Tier 1 agents,Path for Casesis the recommended feature. This visual tool guides agents through the stages of case resolution, displaying key fields and statuses.
From the Salesforce documentation:
"Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times."
-Salesforce Service Cloud Consultant Guide
Implementing Path for Cases ensures a seamless transition between support tiers, maintaining continuity in customer service and reducing the time needed for Tier 2 agents to get up to speed.

NEW QUESTION # 18
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Enable Assistance Flag Configuration setting.
B. Enable Sneak Peek Configuration setting.
C. Create a blocking rule.
D. Create sensitive data rules.

Answer: C

Explanation:
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat

NEW QUESTION # 19
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

A. Mass Transfer Records
B. Data Loader
C. Change Sets
D. Data Import Wizard

Answer: B,C

Explanation:
Explanation
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5

NEW QUESTION # 20
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

A. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
B. Explain that community users can access the site through a web browser.
C. Create two custom mobile apps, one for Apple and the other for Android.

Answer: A

Explanation:
For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both Apple and Android devices, providing a seamless experience for customers to engage with the brand, track cases, and interact with the community.

NEW QUESTION # 21
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Service-Cloud-Consultant Reliable Test Test, Service-Cloud-Consultant Reliable Mock Test

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Salesforce Certified Service cloud consultant Sample Questions (Q16-Q21):

Service-Cloud-Consultant Reliable Test Test Free PDF | High-quality Service-Cloud-Consultant Reliable Mock Test: Salesforce Certified Service cloud consultant

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