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Salesforce Service-Cloud-Consultant Exam With Confidence Using Practice Dumps

Exam Code:
Service-Cloud-Consultant
Exam Name:
Salesforce Certified Service cloud consultant (SU24)
Certification:
Certified Service Cloud Consultant
Vendor:
Salesforce
Questions:
174
Last Updated:
Jan 23, 2025
Exam Status:
Stable
Salesforce Service-Cloud-Consultant

Service-Cloud-Consultant: Certified Service Cloud Consultant Exam 2024 Study Guide Pdf and Test Engine

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Salesforce Certified Service cloud consultant (SU24) Questions and Answers

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Question 1

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?

Options:

A.

Add the Account object to Recent Items utility.

B.

Include the History utility in the console app.

C.

Mention the case number in a Chatter group.

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Question 2

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:

A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

Question 3

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?

Options:

A.

Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

B.

Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

C.

Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

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