RELIABLE SERVICE-CLOUD-CONSULTANT TEST SIMS | SERVICE-CLOUD-CONSULTANT CERT GUIDE

Reliable Service-Cloud-Consultant Test Sims | Service-Cloud-Consultant Cert Guide

Reliable Service-Cloud-Consultant Test Sims | Service-Cloud-Consultant Cert Guide

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Salesforce Certified Service cloud consultant Sample Questions (Q127-Q132):

NEW QUESTION # 127
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

  • A. Path for Cases
  • B. Lightning Process Builder
  • C. Interaction Log
  • D. Lightning Row for Service

Answer: C,D


NEW QUESTION # 128
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

  • A. Case Assignment Rules
  • B. Web-to-Case
  • C. Customer Community
  • D. Emebedded Chat Service

Answer: D

Explanation:
Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.htm&type=5


NEW QUESTION # 129
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

  • A. ConfigureLightningGuided Engagement
  • B. Configure a chat validation rule
  • C. Customize the pre chat form
  • D. Customize the lightning console chat page

Answer: C


NEW QUESTION # 130
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

  • A. Customize the Lightning Console chat page.
  • B. Configure Lightning Guided Engagement.
  • C. Customize the Pre-chat form.
  • D. Configure a Live Chat Validation Rule.

Answer: C

Explanation:
Explanation
Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms


NEW QUESTION # 131
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers

  • A. On the Highlights Panel of a Primary tab
  • B. On the footer of the Lightning Console
  • C. On a new tab in the agent's browser
  • D. On the left sidebar of Salesforce Classic

Answer: B,D


NEW QUESTION # 132
......

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