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Salesforce Service-Cloud-Consultant Based on Real Exam Environment

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 17

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings.

Which consideration should the admin be aware of when making this change?

Options:

A.

Data Category Visibility of All Categories provides Public Read-Only access.

B.

Data Category Visibility of Custom overrides organization-wide default sharing access.

C.

Data Categories no longer control access to articles.

Question 18

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge

management for its support agents. Several months after the implementation, CK management

notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a

decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

Options:

A.

Measure cases with and without articles attached with high CSAT scores.

B.

Measure cases with and without articles attached with high net promoter scores (NPS),

C.

Measure cases with and without articles attached based on case status.

Question 19

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

Question 20

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

Options:

A.

Territory Rule

B.

Read-Only

C.

Private