Salesforce Service-Cloud-Consultant Exam Dumps
Salesforce Certified Service Cloud Consultant (Service-Con-201)
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Salesforce Service-Cloud-Consultant Sample Questions
Question # 1Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?
A. Use the most available routing model.
B. Use Most Cases Closed report.
C. Use the agents’ Presence Status.
Question # 2
Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill. What should the Service Cloud Consultant recommend?
A. Configure custom logging and capacity alerts in Omni-Channel Flow.
B. Use the capabilities within Omni Supervisor.
C. Create a custom report type with inline editing.
Question # 3
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?
A. Omni-Channel
B. Record Types
C. Dynamic Forms
Question # 4
Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments?
A. Use the Files Related List on each article to add files to the articles.
B. Use the Lightning Knowledge Migration Tool and choose ‘include files’.
C. Upload the files as Documents, then relate them to the migrated articles.
Question # 5
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?
A. Milestones
B. Service Contracts
C. Maintenance Plans
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