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Salesforce Certified Service cloud consultant Sample Questions (Q98-Q103):

NEW QUESTION # 98
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 subtabsB. Account tabs and Cases tabC. Account tab with Cases related listD. Account tabs with Case Subtabs

Answer: C

NEW QUESTION # 99
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

A. Deploy in phases using countries as pilotsB. Deploy based on the number of trainers availableC. Migrate case data and deploy to all users at officeD. Migrate agents to Force.com Connect Offline during deployment

Answer: A

NEW QUESTION # 100
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)

A. Open cases by reason.B. Cases created by type.C. Average case stage duration.D. Case volume by channel.

Answer: C

NEW QUESTION # 101
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

A. Service Console MacrosB. Lighining Row ComponentC. Lightning Guided EngagementD. Path for Cases

Answer: C

NEW QUESTION # 102
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. Quick TextB. Publisher ActionsC. ChatterD. Omni-ChannelE. Macros

Answer: A,B,E

NEW QUESTION # 103
......

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