Free Service-Cloud-Consultant Exam Braindumps

Pass your Salesforce Certified Service cloud consultant (SP19) exam with these free Questions and Answers

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QUESTION 31

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

  1. A. Restrict the Manage Articles user permission
  2. B. Set up an intuitive Data Category hierarchy
  3. C. Enable and configure wildcards for article searches
  4. D. Require that an article be added when closing a case

Correct Answer: CD

QUESTION 32

universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

  1. A. Omni channel
  2. B. Appexchange solution
  3. C. Custom lightning component
  4. D. Social Conversation component

Correct Answer: D

QUESTION 33

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

  1. A. DynamicDahsbaord by Call Center
  2. B. Reporting Snapshots by call center
  3. C. Report Subscriptions by call center
  4. D. Case report grouped by call center

Correct Answer: B

QUESTION 34

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

  1. A. Push Notifications
  2. B. Case Feed
  3. C. Omni-channel Supervisor
  4. D. Next Best Actions

Correct Answer: C

QUESTION 35

Which three are characteristics of Visual Workflow? Choose 3 answers

  1. A. Apex code must be used to update fields in the database.
  2. B. Elements can be used to pass data to legacy systems.
  3. C. Apex code must be used to pass data to legacy systems.
  4. D. Only one version of a flow can be activated at a time.
  5. E. Elements can be used to update fields in the database.

Correct Answer: ABD

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