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Salesforce Service-Cloud-Consultant - Salesforce Certified Service Cloud Consultant (Service-Con-201)

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Total 289 questions

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.

What should a consultant recommend to meet the requirement?

A.

Use a record-triggered flow to determine when article approvals are needed.

B.

Use a record-triggered flow to submit all articles for approval.

C.

Use a scheduled action to determine when article approvals are needed.

A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights.

What should a Service Cloud Consultant recommend?

A.

Build a custom Experience Cloud solution and integrate with external telephony providers using APIs.

B.

Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights.

C.

Extend legacy systems using Omni-Channel, Live Agent, and a third-party CTI to add new digital channels over time.

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

What should the Service Cloud Consultant recommend to deliver a successful implementation?

A.

Generate all of the requirements with UC executives, and then develop the project schedule.

B.

Generate all of the project requirements from the project team and executives at once, and then deliver a complete solution.

C.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support

reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick

texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

A.

Create a folder for each product line and share them with public groups.

B.

Set the organization-wide default to Private and create sharing rules to share them with roles.

C.

Add a permission set for Read access to the appropriate product line.

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

A.

In-App Guidance

B.

Einstein Next Best Action

C.

Actions & Recommendations

Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.

Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

A.

Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.

B.

Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.

C.

Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are

always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?

A.

SMS Long Code

B.

SMS Enhanced

C.

SMS Short Code

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

A.

Create two custom mobile apps, one for Apple and the other for Android.

B.

Explain that community users can access the site through a web browser.

C.

Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.

The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.

What should a consultant do to address the risk?

A.

Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.

B.

Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

C.

Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the

relevant information more quickly.

Which feature should the consultant recommend?

A.

Einstein Bots 27: B is correct answer

B.

Einstein Article Recommendations

C.

Einstein Reply Recommendations