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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:
The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team ' s case lifecycles, the following statuses were documented:
* Billing support team: New, Under Review, In Progress, Blocked, Closed
* Product development team: New, Under Review, In Progress, Closed
How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?
- A. Use Support Processes for each team ' s lifecycle.
- B. Create a Path widget to visualize each team ' s lifecycle.
- C. Use dynamic forms to hide unnecessary options for each team ' s lifecycle.
Correct Answer: A 🗳️
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A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
- A. Incorporate the additional requirements into the project scope and continue with the original project schedule.
- B. Send a change order to the client to account for the additional budget requirements.
- C. Document the gap in requirements and discuss the schedule and budget impact with the project team.
Correct Answer: C 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?
- A. Action & Recommendations component
- B. Einstein Reply Recommendations
- C. Einstein Article Recommendations
Correct Answer: C 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
- A. Add a permission set for Read access to the appropriate product line.
- B. Create a folder for each product line and share them with public groups.
- C. Set the organization-wide default to Private and create sharing rules to share them with roles.
Correct Answer: B 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. VP of service
- B. Team leaders
- C. Dashboard viewer
Correct Answer: C 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
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