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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q80-Q85):

NEW QUESTION # 80
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A. customize service channel settings to define how the org receives work various sources
B. Create SF cases to have omni channel enabled
C. From setup select omnichannel and select enable omni channel
D. create the necessary objects in SF

Answer: A

Explanation:
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_service_channels.htm&type=5

NEW QUESTION # 81
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

A. Utilize topic tags for each product type
B. Set the visibility to the data categories
C. Define article types with sharing settings
D. Enable suggested artciels in the community

Answer: A

Explanation:
Explanation
Utilizing topic tags for each product type is a solution that can satisfy the requirement of allowing community members to find knowledge articles based on the product type. Topic tags are keywords that can be assigned to articles, questions, or other content in the community to categorize them by subject. Community members can use topic tags to filter and search for content that matches their interests or needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_topics_manage.htm&type=5

NEW QUESTION # 82
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.
B. Configure Omni-channel to assign cases directly to Tier 2.
C. Configure IVR routing to bypass Tier 1 for the product line.
D. Create a dashboard to track and manage call volumes by type.

Answer: A

NEW QUESTION # 83
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

A. Average handle time
B. Abandon rate
C. First call resolution
D. Average days to close

Answer: B,C

NEW QUESTION # 84
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A. Assign a single agent to create the activities on all new onboarding cases.
B. Hire a certified developer to write an apex trigger that creates each new activity.
C. Add an object-specific custom quick action to create new activities.
D. Provide a macro that will automatically create the activities when executed.

Answer: D

NEW QUESTION # 85
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