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Helping Hand Questions for Service-Cloud-Consultant

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 29

Universal Containers has technical support and general customer service teams that use unique Service Console applications.

Which configuration should a consultant use when deploying the console?

Options:

A.

Assign the app to the User profile.

B.

Assign a permission set granting the Service User license.

C.

Assign the Service User license to their User record.

Question 30

A company is planning for the migration of an existing external knowledge base into

Salesforce Knowledge.

Which set of factors should be considered when selecting the articles to migrate?

Options:

A.

Original creation date and total number of article views in the last year

B.

Last modified date and terms searched frequently in the last year

C.

Last modified date and total number of article view in the last year

Question 31

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

Options:

A.

Chat Supervisor tab and Whisper Messages

B.

Incident Management tab and Whisper Messages

C.

Omni-Channel Supervisor and Whisper Messages

Question 32

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.

What should a consultant recommend that CK do next?

Options:

A.

Allow agents to create and publish articles independently.

B.

Use the Search Activity Gaps dashboard component.

C.

Detach articles from cases to reset statistics.