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Download Certification Preparation for Service Cloud Consultant Exam Dumps
NEW QUESTION 47
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: C
NEW QUESTION 48
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Quick Text
- B. Macros
- C. Visual Workflow
- D. Lightning Guided Engagement
Answer: A,B
NEW QUESTION 49
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Average call handle time by team.
- B. Number of cases closed by a self-service user
- C. Number of cases created - - Site by month
- D. Number of IVR inquiries without agent involvement.
Answer: B,C
NEW QUESTION 50
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Record Types
- B. Support Types
- C. Approval Processes
- D. Support Processes
Answer: A,D
NEW QUESTION 51
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Case tabs with Account subtabs
- B. Account tabs and Cases tab
- C. Account tabs with Case Subtabs
- D. Account tab with Cases related list
Answer: D
NEW QUESTION 52
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