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Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201
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Salesforce Certified Service Cloud Consultant Sample Questions:
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
- A. Account teams
- B. Case swarms
- C. Case teams
Correct Answer: C 🗳️
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Universal Containers (UC) is planning to use Agentforce to enhance human and AI agent collaboration. A successful implementation should align with Agentforce ' s ability to support seamless transitions between AI agents and support reps.
Which specific aspect should UC prioritize when implementing Agentforce to improve customer support operations?
- A. Design Agentforce actions that enable handoffs to support reps when needed.
- B. Focus on automating as many customer interactions as possible without AI agent involvement.
- C. Integrate Agentforce responses with social media messaging to handle customer support questions.
Correct Answer: A 🗳️
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Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
- A. SMS Short Code
- B. SMS Enhanced
- C. SMS Long Code
Correct Answer: C 🗳️
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A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
- A. Implement Einstein Bots.
- B. Implement Case Swarming.
- C. Implement Skills-Based Routing.
Correct Answer: A 🗳️
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A consultant is advising Cloud Kicks on developing call center metrics to measure service rep productivity based on a combination of quality and practical metrics.
Which key performance indicator (KPI) usually points to high customer satisfaction?
- A. First Contact Resolution
- B. Self-help case deflection
- C. Knowledge article creation rate
Correct Answer: A 🗳️
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