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Service-Cloud-Consultant Exam Results

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 13

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.

Which interaction channel should the consultant suggest to UC?

Options:

A.

Einstein Bots

B.

Messaging In-app and Web (MIAW)

C.

Experience Cloud sites

Question 14

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options:

A.

Web-to-Case

B.

On-Demand Email-to-Case

C.

Email-to-Case

Question 15

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Options:

A.

Custom Report Types with Reports and Dashboards

B.

Knowledge Base Reports and Dashboard Package Installation

C.

Knowledge Dashboard Pack for CRM Analytics Installation

Question 16

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

Options:

A.

Number of closed cases

B.

Agent utilization

C.

Deflection rate