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Salesforce Certified Service cloud consultant Sample Questions (Q176-Q181):

NEW QUESTION # 176
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

  • A. Identify those cases and assign to the closure team
  • B. Supervisors to investigate those cases
  • C. Use auto response rule to send an email
  • D. Use escalation rule to send an email

Answer: A,B


NEW QUESTION # 177
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

  • A. Assign the correct Salesforce users to the Call Center.
  • B. Create a softphone layout and assign to user profiles.
  • C. Install an adapter from AppExdiange to work with third-party CTI systems.
  • D. Enable Live Agent in their community to chat with an agent.
  • E. Assign the Salesforce CTI license to Salesforce users.

Answer: A,B,C

Explanation:
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic


NEW QUESTION # 178
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

  • A. Upcoming Milestones for the Case's Entitlement
  • B. Internal Chatter posts about the Case
  • C. Knowledge articles suggested by Einstein

Answer: C

Explanation:
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.


NEW QUESTION # 179
Universal Containers Executives want to see contact center metrics from each of its different geographic
regions. How should a Consultant support this requirement?

  • A. Create a single Dashboard with a Case Team filter.
  • B. Create a Dashboard for each Case Team.
  • C. Create a Dashboard for each Region.
  • D. Create a single Dashboard with a Region filter.

Answer: D


NEW QUESTION # 180
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

  • A. Allow Comments on Knowledge articles.
  • B. Create a self-service Help Center.
  • C. Enable Chat in an Experience Cloud site.
  • D. Implement Case Assignment Rules.

Answer: B

Explanation:
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features.
Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified References: Create a Self-Service Help Center


NEW QUESTION # 181
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