Service Cloud Consultant V1

How can a Contact Center Managersee which Service Representatives have not accepted new Cases recently using the Lightning Service Console?A . Omni-Channel Utility Component B. Cases report sorted by Rep and Case Owner C. Cases report sorted by Rep and Case CreatedDate D. Omni-Channel Supervisor tabView AnswerAnswer: D

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?A . Create a salesforce console for service and enable the knowledge sidebaron the case page layout. B. Enable the knowledge sidebar setting in the...

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?A . Change Sets B. Mass Transfer Records C. Data Loader D. Manual configurationView AnswerAnswer: A

Field engineersoften need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement?A . Implement Field Service Lightning. B. Integrate with an enterprise resource planning system. C. Develop and publish a knowledge management system D....

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?A . Add the Knowledge related list to the Case record page. B. Add the Knowledge tab to the Service Console....

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?A . The Customer is shown the new Rep's name B. Both Service Reps can chat with the customer C. The chat transcripts and case are transferred D. The Customer doesn't know they were transferredView...

universal containers wants to unify channels and manage agent workload with omni-channel routing. What required step should a consultant address before configuring omni channel?A . Create SF cases to have omni channel enabled B. create the necessary objects in SF C. customize service channel settings to define how the org...

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) toensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answersA . All open Cases by Priority B. All open cases...

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?A . Create separate data category groups for each division and assign the...

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni Channel B. Contact Request C. Field Service D. Mobile ConnectView AnswerAnswer: C