Relevant Salesforce Service-Cloud-Consultant Exam Dumps | Service-Cloud-Consultant Test Question

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Salesforce Certified Service cloud consultant Sample Questions (Q191-Q196):

NEW QUESTION # 191
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?

Answer: B

Explanation:
To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.


NEW QUESTION # 192
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Answer: B

Explanation:
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.


NEW QUESTION # 193
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Answer: A,D


NEW QUESTION # 194
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

Answer: D


NEW QUESTION # 195
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Answer: A,D


NEW QUESTION # 196
......

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