Service Cloud Consultant

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 . How can UC measure case escalation?A . Create a case...

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?A . Auto launch flowB ....

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?A . Customer CommunityB . Field Service LightningC . SOS Video ChatD . Salesforce KnowledgeView AnswerAnswer: C

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well . Which three actions should a Consultant recommend...

Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend?A . Chat Queue-based routingB . Case Skills-based Assignment RulesC . Omni-channel Queue-based routingD . Omni-channel Skills-based routingView AnswerAnswer: C

Which search mechanism should be used to find case comments from within the lightning service console?A . Search utility componentB . Comment search componentC . Comments list viewD . Global searchView AnswerAnswer: D

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answersA . customer satisfaction SurveyB . Customer Purchase HistoryC . Customer Support RequestsD . Net promoter ScoreE . Service Level AgreementView AnswerAnswer: A,B,D

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?A . Configure Case Assignment Rules to use Queues.B . Configure Omni-Channel Routing Model as Most Available.C . Configure Case Assignment Rules to...

A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. What should a consultant recommend?A . Define data categories with custom visibility.B . Define article types with public sharing settings.C . Define topics for each knowledge article.D ....

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members . What should a Consultant recommend?A . Define Article Types with Public Sharing Settings.B . Define Data Categories with Custom Visibility.C . Define Topics for each Knowledge article.D...