SERVICE-CLOUD-CONSULTANT CERTIFICATION BOOK TORRENT, SERVICE-CLOUD-CONSULTANT DETAILED ANSWERS

Service-Cloud-Consultant Certification Book Torrent, Service-Cloud-Consultant Detailed Answers

Service-Cloud-Consultant Certification Book Torrent, Service-Cloud-Consultant Detailed Answers

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Salesforce Certified Service cloud consultant Sample Questions (Q170-Q175):

NEW QUESTION # 170
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

  • A. Add the Submit Feedback button on the Solutions tab.
  • B. Add the Submit Feedback button to articles.
  • C. Allow agents to create Knowledge articles when closing a case.
  • D. Require agents to create Knowledge articles when opening a case.

Answer: C


NEW QUESTION # 171
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. Account tabs with Case Subtabs
  • B. Account tab with Cases related list
  • C. Case tabs with Account subtabs
  • D. Account tabs and Cases tab

Answer: A

Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]


NEW QUESTION # 172
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

  • A. Fund customer approval on training materials
  • B. Verification of the production migration checklist
  • C. Verification that sample data has been loaded
  • D. Approval of test scripts from the business lead

Answer: C,D


NEW QUESTION # 173
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

  • A. Lightning Console enablement
  • B. Call Center Definition File creation
  • C. CTI Adapter configuration
  • D. Service Console case creation configuration

Answer: B,C

Explanation:
A CTI adapter is a software component that connects Salesforce to a phone system and enables features such as click-to-dial, screen pop, call logging, and call transfer. A call center definition file is an XML file that defines the settings and behaviors of the CTI adapter for Salesforce users. Both of these are key considerations for integrating a phone system with the Salesforce Service Console. Verified References: Salesforce Help: CTI Adapters and Salesforce Help: Call Center Definition Files


NEW QUESTION # 174
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. Create a softphone layout and assign to user profiles.
  • B. Assign the Salesforce CTI license to Salesforce users.
  • C. Install an adapter from AppExdiange to work with third-party cn systems.
  • D. Assign the correct Salesforce users to the Call Center.
  • E. Enable Live Agent in their community to chat with an agent.

Answer: A,C,D


NEW QUESTION # 175
......

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