LATEST SERVICE-CLOUD-CONSULTANT EXAM DURATION, RELIABLE SERVICE-CLOUD-CONSULTANT TEST TOPICS

Latest Service-Cloud-Consultant Exam Duration, Reliable Service-Cloud-Consultant Test Topics

Latest Service-Cloud-Consultant Exam Duration, Reliable Service-Cloud-Consultant Test Topics

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Salesforce Certified Service cloud consultant Sample Questions (Q133-Q138):

NEW QUESTION # 133
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

  • A. Search Activity Gaps
  • B. Most Revised Articles
  • C. Most Linked Articles
  • D. Top Articles sorted descending

Answer: A

Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5


NEW QUESTION # 134
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

  • A. Create escalation rules to re-assign cases after SLAs have expired.
  • B. Create case teams and introduce swarming to resolve cases.
  • C. Enable and use Chatter feed tracking on the case object.
  • D. Enable the Service Cloud Console and Knowledge sidebar for agents.

Answer: B,C


NEW QUESTION # 135
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

  • A. create an auto response rule to send the article to teh customer
  • B. Create a macro to send an email with the article to customer
  • C. create a workflow email alert to send the artilce to the customer
  • D. create a lightning email template to sned artilce to customer

Answer: B

Explanation:
Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5


NEW QUESTION # 136
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

  • A. Social Customer Service for Twitter and Facebook.
  • B. Social Persona for Twitter and Facebook.
  • C. Einstein Bot social queues.
  • D. Social Media Marketing message tagging.

Answer: B


NEW QUESTION # 137
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers

  • A. Remove Apex code references to the ArticleType field.
  • B. Configure the Visualforce page to use the Lightning Design System.
  • C. Remove Apex code references to the Article RecordType field.
  • D. Rename the Visualforce page to "Lightning Knowledge"

Answer: B,D


NEW QUESTION # 138
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