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Free Salesforce Service-Con-201 Exam Questions (page: 6)

Page 6 of 59
PDF with 290 Questions

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.

Which solution allows product managers to quickly see and review the cases that are created for their products?

  1. Configure a Case list view filtered by My Cases.
  2. Configure a Case related list on the Product page layout.
  3. Configure a Case list view filtered by My Case Teams.

Answer(s): C

Explanation:

Configuring a Case list view filtered by "My Case Teams" allows product managers to quickly see and review cases associated with their product teams. This solution leverages the predefined case teams for each product, making it easy for product managers to filter and access relevant cases, improving visibility and involvement in the case management process.



Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

  1. Omni-Channel Analytics
  2. Omni-Channel Utility component
  3. Omni-Channel Supervisor tab

Answer(s): C

Explanation:

The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.



Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.

What is the recommended feature to improve productivity?

  1. Keyboard shortcuts
  2. Quick text
  3. Custom macros

Answer(s): A

Explanation:

Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.



A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

  1. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
  2. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
  3. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Answer(s): A

Explanation:

Snapshot reporting on trends in the number of cases handled per month offers executives a high- level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.



Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.

Which option should the consultant recommend so experts can collaborate in real time?

  1. Add experts to an integrated Slack channel.
  2. Use Email-to-Case to send an email to experts so they can use email threads.
  3. Implement Skills-Based Routing to assign the case to experts.

Answer(s): A

Explanation:

Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.



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