최신 Service-Cloud-Consultant 무료덤프 - Salesforce Certified Service cloud consultant

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?

정답: C
설명: (DumpTOP 회원만 볼 수 있음)
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)

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