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Free Certified Service Cloud Consultant Exam Braindumps (page: 24)

Page 23 of 50
PDF with 198 Questions

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

  1. An email to case inquiry
  2. On-demand email to case
  3. While holding for a support agent
  4. Web-to-case question

Answer(s): A



Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality? Choose 2 answers

  1. Salesforce Connect
  2. Custom Objects
  3. Middle-tier integration
  4. External Objects

Answer(s): A,D



Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

  1. Change Sets
  2. Mass Transfer Records
  3. Data Loader
  4. Manual configuration

Answer(s): A



Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

  1. Contact Requests
  2. Social Customer Service
  3. Embedded Chat Window
  4. Open CT1

Answer(s): C






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