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Certified Service Cloud Consultant Service-Cloud-Consultant Exam Dumps

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 25

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

Options:

A.

Approval Processes

B.

Support Types

C.

Support Processes

Question 26

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?

Options:

A.

Chatter

B.

Omni-Channel Supervisor

C.

Flow Orchestrator

Question 27

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Options:

A.

Use the Case Historical Trending report type.

B.

Use the Cases with Milestones report type.

C.

Use the Case Lifecycle report type.

Question 28

Universal Containers is using WhatsApp to provide support to customers in Service Console.

Agents would like to preview PDFs sent

by customers from the chat window.

What should a consultant recommend?

Options:

A.

Ask the customer to send the PDF via email.

B.

Use File Preview in the chat.

C.

Download the PDFs from the chat.