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Salesforce Certified Service cloud consultant Sample Questions (Q127-Q132):

NEW QUESTION # 127
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,

Answer: A

Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

NEW QUESTION # 128
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

A. First call resolution
B. Average days to close
C. Abandon rate
D. Average handle time

Answer: A,C

NEW QUESTION # 129
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

A. Filter on Status equals Ctosea Resolved
B. Filter where Dete/Time Opened equals Created Date
C. Filter where Closed Date equals Created Date
D. Filter or Cosed When Created equals true

Answer: B

NEW QUESTION # 130
Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?

A. Create Salesforce Classic Quick Action
B. Configure the Case highlights panel
C. Configure Case Feed page layouts
D. Add a Visualforce page to the Case layout

Answer: C

NEW QUESTION # 131
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed
cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Prepare, Plan, Validate, Execute, Test
B. Plan, Prepare, Test, Execute, Validate
C. Plan, Prepare, Validate, Execute, Test
D. Prepare, Plan, Test, Execute, Validate

Answer: C

NEW QUESTION # 132
......

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Well-known Service-Cloud-Consultant Practice Engine Sends You the Best Training Dumps - Exams4Collection

Validate Your Skills with Salesforce Service-Cloud-Consultant Exam Dumps

Salesforce Certified Service cloud consultant Sample Questions (Q127-Q132):

Salesforce - Service-Cloud-Consultant –High Pass-Rate Exam Materials

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