Winter Special - Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: top65certs

Service-Cloud-Consultant Salesforce Exam Lab Questions

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 45

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

Options:

A.

Set up escalation rules.

B.

Set up self-service Knowledge.

C.

Set up assignment rules and case queues.

Question 46

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

Options:

A.

Reports and Dashboards

B.

Entitlements and Milestones

C.

Service Contracts

Question 47

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

Options:

A.

Slack Connect

B.

Service GPT

C.

Einstein Bots

Question 48

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Options:

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.