Salesforce Service Cloud Consultant Dumps

 

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Share some Service Cloud Consultant Service Cloud Consultant exam questions and answers below.
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. 
What should a consultant recommend to improve this metric? 
A. Skills -based routing 
B. Private branch exchange 
C. Workforce management 
D. Interactive voice response 
Answer: A

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. 
What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter? 
A. Follow the SMEs to receive automatic updates when they add case comments 
B. Bookmark all the comments related to the issue from SMEs 
C. Use hashtag (#) to track the customer case and SMEs comments 
D. @mention the SMEs on the case Chatter feed and follow the case 
Answer: D

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. 
Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers 
A. Report on the articles followed in Chatter 
B. Report on agent ratings on articles 
C. Report on agent feedback on articles 
D. Report on the articles attached to cases 
Answer: B,D

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. 
How can this be achieved? 
A. Customer view of case tab 
B. Custom Visual force page 
C. Custom report 
D. Custom related list 
Answer: B

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. 
Which two actions will improve the performance of the list views? Choose 2 answers 
A. Restrict visibility of the views 
B. Reduce the number of fields displayed 
C. Filter the views by case owner 
D. Remove filter criteria from the views 
Answer: B,C

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