Service-Cloud-Consultant 無料問題集「Salesforce Certified Service cloud consultant」
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
What should a consultant recommend to meet the requirements and help service agents?
正解:A
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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?
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?
正解:A
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Universal Containers 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 articles types for approval.
What should a consultant recommend to automate the Approval Process?
What should a consultant recommend to automate the Approval Process?
正解:A
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Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?
What should the consultant recommend?
正解:A
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Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
正解:B
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An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Which solution should the consultant recommend to meet the requirement?
正解:C
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