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Newly Released Salesforce Service-Cloud-Consultant Exam PDF

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 9

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

Options:

A.

Add the Case's Entitlement related list to the Case Lightning Record Page.

B.

Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C.

Add the related Account's Entitlement related list to the Case Lightning Record Page.

Question 10

Universal Containers (UC) wants to improve case management by assigning cases to agents

based on their relevant product specialization. UC also wants to automatically assign agents to the

next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?

Options:

A.

Use the most available routing model.

B.

Use Most Cases Closed report.

C.

Use the agents’ Presence Status.

Question 11

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support

center is profitable.

Which metric should a consultant use to help executive management understand support center costs?

Options:

A.

All Cases by Customer

B.

All Open Cases by Priority

C.

Case Resolution Time

Question 12

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to

create a swarm in Slack to pull in experts from multiple CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Options:

A.

Escalation rules

B.

Apex trigger

C.

Quick Action