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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q86-Q91):

NEW QUESTION # 86
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Cases report sorted by Rep and Case CreatedDate
B. Omni-Channel Utility Component
C. Omni-Channel Supervisor tab
D. Cases report sorted by Rep and Case Owner

Answer: C

NEW QUESTION # 87
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?

A. Implement Einstein Bots.
B. Implement Case Swarming.
C. Implement Skills-Based Routing.

Answer: A

Explanation:
For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

NEW QUESTION # 88
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
C. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
D. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

Answer: D

NEW QUESTION # 89
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
B. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
C. Configure the new app in developer org and use an unmanaged package to deploy to production.
D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Answer: A

Explanation:
Configuring the new app in a sandbox and using a change-set to push the configuration to production for testing and training is a recommended way to mitigate the concerns of disrupting current operations and impacting customer satisfaction. A sandbox is a copy of the production environment that can be used for development, testing, or training purposes without affecting the live data or users. A change-set is a collection of metadata components that can be deployed from one Salesforce org to another. By using these tools, Universal Containers can ensure that the new app is working as expected and that the agents are familiar with it before making it available in production. Verified References: Service Cloud Consultant Certification Guide
& Tips, Sandbox Overview, Change Sets Overview

NEW QUESTION # 90
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

A. Create and assign permission sets to give agents social account access.
B. Retrieve Social Studio credentials.
C. Enable the Moderation feature to automatically create cases from posts.
D. Select two Twitter or Facebook accounts.

Answer: A,D

Explanation:
Customer Community Login licenses are used for external users who access Experience Cloud sites and need to view and execute reports with the ability to "Run as specified user". This license type allows users to create and manage cases, as well as access custom objects and tabs. Customer Community Login licenses are based on the number of monthly logins and are suitable for occasional users who do not need full access to standard CRM functionality. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses

NEW QUESTION # 91
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