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Free Salesforce Service-Con-201 Exam Questions (page: 8)

Page 8 of 59
PDF with 290 Questions

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

  1. Customize Intents using Einstein Chatbots.
  2. Customize the Lightning Console chat page.
  3. Customize the pre-chat form.

Answer(s): C

Explanation:

Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.



Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

  1. Create a data category for each product. Assign data categories to service agents.
  2. Create an article action for each record type. Assign record types to service agents.
  3. Create a permission set for each record type. Assign permissions to service agents.

Answer(s): A

Explanation:

Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines.



A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.

What should the consultant recommend that the service manager do first?

  1. Review Assigned Work.
  2. Review Queues Backlog.
  3. Review Skills Backlog.

Answer(s): C

Explanation:

Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning cases to agents with the appropriate language skills. Addressing issues in the skills assignment process can help reduce resolution times for non-English speaking customers by ensuring cases are directed to the right agents.



Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

  1. Topics for objects
  2. Data Category groups
  3. Screen Flow

Answer(s): B

Explanation:

Using Data Category groups allows Cloud Kicks to organize their large volume of articles by product, making it easier for users to find relevant information. This method enhances the searchability and user experience of the public knowledge base by categorizing articles in a way that aligns with the company's product lines.



Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.

Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.

What should a consultant recommend to meet the requirements?

  1. Use custom labels to manage quick text translations.
  2. Share a folder with quick text for each translation.
  3. Share each quick text individually to Public Groups.

Answer(s): B

Explanation:

Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.



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