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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q42-Q47):

NEW QUESTION # 42
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

A. Insert a reference Thread ID in the email subject templateB. Assign a user to manually manage incoming emailC. Convert to an On-Demand Email-to-Case setupD. Use Omni-Channel to automatically route inbound email

Answer: A

NEW QUESTION # 43
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Omni-ChannelB. Quick TextC. ChatterD. MacrosE. Publisher Actions

Answer: B,D,E

NEW QUESTION # 44
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A. Set up communication channel layouts in the object manager to use Insert Article into Social post.B. Create a Chatter group and invite the customer to join with an external chatter user.C. Set up insert Article into Social post and enable the customer community portal.D. Create a Visualforce page on the customer community portal.

Answer: C

NEW QUESTION # 45
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

A. MacrosB. Chatter QuestionsC. Public KnowledgeD. Field ServiceE. Communities

Answer: B,C,E

NEW QUESTION # 46
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A. Case assignment rulesB. Case dashboardsC. Case custom reportsD. Case queues

Answer: A,D

NEW QUESTION # 47
......

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