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Salesforce Certified Service cloud consultant Sample Questions (Q49-Q54):

NEW QUESTION # 49
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

A. Configure a Macro to close the duplicate case
B. Change the Run Apex As User to a service agent profile.
C. In Inbound Setting, set Enable Case Reopen to 3 days.
D. Establish Duplicate Rules to find similar cases.

Answer: C

Explanation:
Explanation
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen

NEW QUESTION # 50
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Install an adapter from AppExdiange to work with third-party cn systems.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the Salesforce CTI license to Salesforce users.
D. Assign the correct Salesforce users to the Call Center.
E. Create a softphone layout and assign to user profiles.

Answer: A,D,E

NEW QUESTION # 51
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?

A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contract line items, milestone, and entitlements
C. Entitlement processes, contracts, contract line items, and entitlements

Answer: A

Explanation:
To ensure contracted service level requirements are met, configuring Entitlement Processes, Milestones, Milestone Actions, and Entitlements is essential. This setup allows for defining specific support processes tied to service contracts, tracking progress against milestones, and taking predefined actions to meet or exceed service levels, ensuring compliance with contractual obligations.

NEW QUESTION # 52
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

A. Escalated cases by account month to date
B. Time spent by account year to date
C. High priority cases opened by account month to date
D. New cases opened by the account channel

Answer: A,C

NEW QUESTION # 53
Which three are characteristics of Visual Workflow? Choose 3 answers

A. Apex code must be used to update fields in the database.
B. Elements can be used to pass data to legacy systems.
C. Elements can be used to update fields in the database.
D. Only one version of a flow can be activated at a time.
E. Apex code must be used to pass data to legacy systems.

Answer: B,C,D

Explanation:
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]

NEW QUESTION # 54
......

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Salesforce Service-Cloud-Consultant Exam is Easy with Our High-quality Latest Service-Cloud-Consultant Exam Testking: Salesforce Certified Service cloud consultant Surely

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Salesforce Certified Service cloud consultant Sample Questions (Q49-Q54):

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