100% PASS QUIZ SERVICE-CLOUD-CONSULTANT SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT MARVELOUS TEST FEE

100% Pass Quiz Service-Cloud-Consultant Salesforce Certified Service cloud consultant Marvelous Test Fee

100% Pass Quiz Service-Cloud-Consultant Salesforce Certified Service cloud consultant Marvelous Test Fee

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Salesforce Certified Service cloud consultant Sample Questions (Q155-Q160):

NEW QUESTION # 155
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

  • A. Case Feed
  • B. Next Best Actions
  • C. Omni-channel Supervisor
  • D. Push Notifications

Answer: C

Explanation:
Explanation
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview


NEW QUESTION # 156
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

  • A. DynamicDahsbaord by Call Center
  • B. Case report grouped by call center
  • C. Report Subscriptions by call center
  • D. Reporting Snapshots by call center

Answer: D

Explanation:
Explanation
Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm&type=5


NEW QUESTION # 157
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?

  • A. Use hashtag (#) to track the customer case and SMEs comments
  • B. Follow the SMEs to receive automatic updates when they add case comments
  • C. @mention the SMEs on the case Chatter feed and follow the case
  • D. Bookmark all the comments related to the issue from SMEs

Answer: C


NEW QUESTION # 158
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

  • A. Case Chatter feed
  • B. Case activity feed
  • C. Case notes related list
  • D. Social Post record

Answer: D

Explanation:
Explanation
Social Post record is where the conversations with customers on Facebook and Twitter are tracked in Salesforce. Social Post is a standard object that represents a post or comment on a social network, such as Facebook or Twitter. Social Post records can be linked to other records, such as cases, contacts, or leads, and can be viewed and managed in the Service Console. Verified References: : Social Post Object


NEW QUESTION # 159
Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

  • A. Configure Content Library permission
  • B. Publish Articles to external channels
  • C. Enable Public Solutions
  • D. Assign Article types to the Community
  • E. Enable Article deliveries

Answer: B,C,D


NEW QUESTION # 160
......

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