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Download Certification Preparation for Service Cloud Consultant Exam Dumps

NEW QUESTION 34
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

  • A. On-Demand Email-to-Case
  • B. Omni-Channel routing
  • C. Standard Email-to-Case
  • D. Web-to-Case forms

Answer: A

 

NEW QUESTION 35
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

  • A. Implement Lightning Guided Engagement
  • B. Configure a Visual Flow Troubleshooting Action
  • C. Define separate Record Types for Tier 1 and Tier 2
  • D. Enable Omni-Channel Case assignment

Answer: A

 

NEW QUESTION 36
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

  • A. Interaction Log
  • B. Lightning Row for Service
  • C. Path for Cases
  • D. Lightning Process Builder

Answer: A,B

 

NEW QUESTION 37
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

  • A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
  • B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
  • C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
  • D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Answer: B

 

NEW QUESTION 38
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