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Service-Cloud-Consultant practice test questions answers

Salesforce Service-Cloud-Consultant Dumps Questions Answers

Exam Code:
Service-Cloud-Consultant
Last Update: Jul 7, 2022
388 Questions
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Salesforce Service-Cloud-Consultant Dumps Questions Answers

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Salesforce Certified Service cloud consultant (SP22) Questions and Answers

Questions 1

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

• Billing problems account for less than 5% ofcalls.

• Billing data is stored in an external system containing over 20 million records.

• Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

Options:

A.

Use Lightning Connect to connect and access data in real-time from the billing system.

B.

Import payment data into Salesforce and add to the contact page layout as a related list.

C.

Create a Visualforce page that retrieves payment information via a Web Service call-out.

D.

Create a custom tab of type URL that displays a search page from the billing system.

Questions 2

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktopcomputers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

Options:

A.

Implement an adapter using the Telephony API.

B.

Move to a cloud -based telephony system.

C.

Implement an adapter built on Open CTI.

D.

Build an adapter using the telephony vendor's toolkit.

Questions 3

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a highoperational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Options:

A.

Implement a customer self-service portal

B.

Enable agents to transfer calls to other agents

C.

Cross-train agents on both product lines

D.

Prioritize customer calls based on their SLA

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