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Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant New Questions

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 21

In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

Options:

A.

Configure, develop, and test the application in a sandbox environment.

B.

Develop training materials after configuring the application to prepare for user adoption.

C.

Migrate data to the sandbox environment and verify successful migration.

Question 22

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

Options:

A.

Waterfall

B.

Hybrid

C.

Agile

Question 23

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of

the article file attachments were migrated.

How can a consultant migrate the file attachments?

Options:

A.

Use the Files Related List on each article to add files to the articles.

B.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

C.

Upload the files as Documents, then relate them to the migrated articles.

Question 24

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.