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Salesforce Certified Service cloud consultant Sample Questions (Q169-Q174):

NEW QUESTION # 169
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Knowledge Action to Publish an Article once the Article is approved.
B. Validation Rules for article record types to verify all fields during creation.
C. Data Category to assign an article record type to a Reviewer.
D. Approval Process that assigns an Article to a Reviewer Queue.

Answer: B,D

NEW QUESTION # 170
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

A. Telephony
B. Enterprise Resource Planning (ERP)
C. Marketing
D. Order Fulfillment

Answer: D

NEW QUESTION # 171
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
C. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
D. Deliver the entire project simultaneously so as to present UC with a completed solution.

Answer: A

Explanation:
Generating continuous feedback from the project team, and adjusting the requirements and deliverables accordingly is a key principle of Agile methodology. It allows for iterative and incremental development, which can lead to a successful implementation of Service Cloud. Verified References: :
https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-principles :
https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-methodologies

NEW QUESTION # 172
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A. Debug Omni-Channel routing from Setup.
B. Open the Omni-Channel Supervisor tab.
C. Open the relevant record being routed.

Answer: B

Explanation:
To validate that Omni-Channel routing is functioning correctly, especially when agents report incorrect case routing, the first step should be to open the Omni-Channel Supervisor tab. This tool provides real-time visibility into the routing and handling of work items, allowing consultants to monitor and troubleshoot routing configurations and ensure that cases are directed to the appropriate agents based on predefined criteria.

NEW QUESTION # 173
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

A. Filter the views by case owner.
B. Restrict visibility of the views.
C. Remove filter criteria from the views.
D. Reduce the number of fields displayed.

Answer: A,D

Explanation:
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5

NEW QUESTION # 174
......

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Edward Martin Edward Martin

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Edward Martin Edward Martin

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