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Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201
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Salesforce Certified Service Cloud Consultant Sample Questions:
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents ' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
- A. Omni-Channel Supervisor and Whisper Messages
- B. Chat Supervisor tab and Whisper Messages
- C. Incident Management tab and Whisper Messages
Correct Answer: A 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?
- A. Macros
- B. Quick text
- C. Global Quick Action
Correct Answer: A 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
Universal Containers (UC) is launching several new features to improve productivity for contact center users.
Which communication channel should UC use to announce new features to contact center users without interrupting their workflows?
- A. Internal Release Webinar
- B. In-App Guidance
- C. Email
Correct Answer: B 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
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 using Reporting Snapshots.
- C. Create a dashboard for each support manager.
Correct Answer: A 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
Universal Containers wants to set a custom field on the messaging session based on the URL from which the conversation originated.
What should a consultant recommend to meet the requirement?
- A. Use an Einstein Bot.
- B. Use a Flow.
- C. Use a macro.
Correct Answer: B 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
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