STUDY YOUR SALESFORCE SERVICE-CLOUD-CONSULTANT EXAM WITH THE BEST SALESFORCE FREE SERVICE-CLOUD-CONSULTANT EXAM QUESTIONS EASILY

Study Your Salesforce Service-Cloud-Consultant Exam with The Best Salesforce Free Service-Cloud-Consultant Exam Questions Easily

Study Your Salesforce Service-Cloud-Consultant Exam with The Best Salesforce Free Service-Cloud-Consultant Exam Questions Easily

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Salesforce Certified Service cloud consultant Sample Questions (Q66-Q71):

NEW QUESTION # 66
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

  • A. Private
  • B. Territory Rule
  • C. Read-Only

Answer: C

Explanation:
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.


NEW QUESTION # 67
Which search mechanism should be used to find case comments from within the lightning service console?

  • A. Search utility component
  • B. Comment search component
  • C. Comments list view
  • D. Global search

Answer: D

Explanation:
Explanation
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search


NEW QUESTION # 68
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

  • A. Entitlement processes, contracts, milestones, and milestone actions
  • B. Entitlement processes, milestones, milestone actions, and entitlements
  • C. Entitlement processes, contract line items, milestones, and entitlements
  • D. Entitlement processes, contracts, contract line Items, and entitlements

Answer: B

Explanation:
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties.
Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 69
Customer support agents want the ability to view customer related information along with case information on
all cases except product related cases. For product related cases, the agents want to view product information
alongside case information.
How should the console be configured to satisfy this requirement?

  • A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to
    choose the console based on case type.
  • B. Create separate record types and page layouts for product - related and other cases and configure
    console components to show customer - or product related information. Assign record type based on
    case type
  • C. Configure both customer information and product related information under console components in the
    case page layout. Hide the product related information if the cases are NOT product related.
  • D. Train users to scroll through the case page layout to look for product related information or customer-
    related information based on case type

Answer: B


NEW QUESTION # 70
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

  • A. Add conditional logic to the instructions
  • B. Add multiple ELSE IF blocks after the IF block
  • C. Add a formula block to the macro
  • D. Create a formula to build the macro logic around

Answer: C,D


NEW QUESTION # 71
......

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