SALESFORCE SERVICE-CLOUD-CONSULTANT EXAM MATERIALS - NEW SERVICE-CLOUD-CONSULTANT TEST GUIDE

Salesforce Service-Cloud-Consultant Exam Materials - New Service-Cloud-Consultant Test Guide

Salesforce Service-Cloud-Consultant Exam Materials - New Service-Cloud-Consultant Test Guide

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Salesforce Certified Service cloud consultant Sample Questions (Q144-Q149):

NEW QUESTION # 144
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

  • A. Ensure each laptop has a modern browser installed.
  • B. Coach users on minimizing open console tabs.
  • C. Allow the user to log into Live Agent from multiple browsers.
  • D. Add additional components to the Lightning console.

Answer: A,B


NEW QUESTION # 145
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

  • A. Send out a monthly survey to customers requesting feedback.
  • B. Create a group of super users that will evaluate and manage articles.
  • C. Contact Salesforce to send a report on article efficacy.
  • D. Install Knowledge Base Dashboards and Reports AppExchange package.

Answer: D

Explanation:
Explanation
The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified References: Knowledge Base Dashboards and Reports


NEW QUESTION # 146
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

  • A. Article Translation
  • B. Chatter Answers
  • C. Data Category Visibility
  • D. Data Category Groups

Answer: D

Explanation:
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business.
Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview


NEW QUESTION # 147
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

  • A. Salesforce Platform
  • B. Knowledge Only User
  • C. WDC Only User
  • D. Satesforce

Answer: B

Explanation:
Explanation
Knowledge Only User is the recommended license for the specialists who will create and manage knowledge articles in Salesforce. Knowledge Only User is a user license that allows users to access and use Salesforce Knowledge, but not other standard Salesforce objects or features. Knowledge Only User is a cost-effective license for users who only need to work with knowledge articles. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.users_license_types_available.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.users_license_types_knowledge.htm&type=5


NEW QUESTION # 148
Universal Containers is implementing an entitlement process to measure customer service level agreements
(SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

  • A. Representing metrics such as first-response and resolution time on cases
  • B. Identifying the customer contact associated with a particular stage of a service contract
  • C. Monitoring the case escalation rule queue to confirm service levels are met
  • D. Displaying whether a case response complies with a customer's service level agreement

Answer: A,D


NEW QUESTION # 149
......

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