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Latest Service-Cloud-Consultant Dumps Pdf & Latest Service-Cloud-Consultant Study Guide

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Salesforce Service-Cloud-Consultant Certification is a valuable credential for professionals who work with the Salesforce Service Cloud. It demonstrates that the candidate has the knowledge and skills to configure and implement Service Cloud solutions. Salesforce Certified Service cloud consultant certification is recognized by employers and can help professionals advance their careers by opening up new job opportunities and higher salaries.

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Salesforce Certified Service cloud consultant Sample Questions (Q73-Q78):

NEW QUESTION # 73
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A. Assign users to Omni channel permissions.
B. Enable Omni channel in setup.
C. Assign users to the Omni channel feature license.
D. Contact salesforce to have Omni channel enabled.

Answer: B

NEW QUESTION # 74
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

A. Configure Case Assignment rule and Omni-Channel Supervisor.
B. Configure Omni-Channel Skills-based Routing.
C. Configure Omni-Channel Queue-Based Routing.

Answer: B

Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.

NEW QUESTION # 75
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Allow shift trading between agents
D. Provide additional training on tools and process

Answer: B,C

NEW QUESTION # 76
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

A. Workforce Engagement Self Scheduling
B. Omni-Channel Routing
C. Visual Remote Assistant
D. Field Service Scheduler

Answer: D

NEW QUESTION # 77
The Universal Containers' customer support organization has implemented Knowledge Centered Support
(KCS) in its call center. However, the call center management thinks that agents are not contributing new
knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles approved for publication.
B. Measure and reward agents based on the number of new articles submitted for approval.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Require agents to check a box on the case when submitting a new suggested article.

Answer: B,C

NEW QUESTION # 78
......

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