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Hot Certification Service-Cloud-Consultant Test Answers and High Pass-Rate Service-Cloud-Consultant Practice Tests & Useful Salesforce Certified Service cloud consultant Passleader Review

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Salesforce Certified Service cloud consultant Sample Questions (Q216-Q221):

NEW QUESTION # 216
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?

A. Include the History utility in the console app.
B. Mention the case number in a Chatter group.
C. Add the Account object to Recent Items utility.

Answer: B

Explanation:
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.

NEW QUESTION # 217
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
D. Prepare a single .csv file that can be used to migrate all article types at once and include with a.properties file in a.zip for import

Answer: A

NEW QUESTION # 218
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

A. Chatter Group
B. Einstein Bots
C. Call Center Agent
D. Web Chat

Answer: B,C

Explanation:
Einstein Bots and Call Center Agents are two places where the messages can be routed to. Einstein Bots are automated chat agents that can handle common customer requests, such as checking order status, resetting passwords, or updating information. Call Center Agents are human agents who can take over the conversation from Einstein Bots when more complex or personalized assistance is needed. Verified References: : Einstein Bots Overview : : Call Center Agents Overview

NEW QUESTION # 219
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

A. A Process Builder
B. Assignment rule
C. Validation rule
D. Workflow

Answer: A

Explanation:
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter.
Verified References: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder

NEW QUESTION # 220
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

A. Data Category Visibility
B. Article Translation
C. Data Category Groups
D. Chatter Answers

Answer: A

NEW QUESTION # 221
......

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