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Vce Service-Cloud-Consultant Questions Latest

Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Question 33

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

Options:

A.

Macros

B.

Quick action

C.

Flow

Question 34

Universal Containers (UC) has a policy that requires all email traffic to remain within its

firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from

customers.

When implementing Salesforce in this scenario, which solution should a consultant recommend?

Options:

A.

Email-to-Case

B.

deg -Demand Email-to-Case

C.

Email relay

Question 35

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support

reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick

texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options:

A.

Create a folder for each product line and share them with public groups.

B.

Set the organization-wide default to Private and create sharing rules to share them with roles.

C.

Add a permission set for Read access to the appropriate product line.

Question 36

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

Options:

A.

Skills-Based Routing

B.

Capacity Model

C.

Secondary Routing Priority