Service Cloud Consultant Exam Questions With 100% Correct Answers

Service Cloud Consultant Exam Questions With 100% Correct Answers What factor should influence the decision of what data should be migrated into a new Service Cloud environment? (Choose 3) 1. The expected use cases for the historical data 2. Feelings of concern expressed by the call center managers 3. Availability of alternative historical data access options 4. Degree of similarity in data model with the old environment - answer1. The expected use cases for the historical data 3. Availability of alternative historical data access options 4. Degree of similarity in data model with the old environment What criteria can be used to select what cases should be migrated from a legacy system into a new Service Cloud environment? 1. Cases with file attachments greater than 1 GB 2. Cases with Knowledge articles attached 3. Cases with a close date less than 1 year 4. Cases with a CSAT rating above 80 percent - answer3. Cases with a close date less than 1 year What system would be used in a contact center to help manage adherence to average call handle time and planned work schedule? 1. Quality Management (QM) System 2. Workforce Management (WFM) System 3. Automated Call Distribution (ACD) System Customer 4. Relationship Management (CRM) System - answer2. Workforce Management (WFM) System What method can be used to improve data quality of case records in a contact center using Service Cloud? 1. Use validation rules to enforce data entry standards on cases 2. Use a case trigger to warn user of possible duplicate cases 3. Use a formula field to check for similar cases before case creation 4. Implement D to clean case records automatically 5. Use a visual workflow to to guide agents through case creation - answer1. Use validation rules to enforce data entry standards on cases 2. Use a case trigger to warn user of possible duplicate cases 5. Use a visual workflow to to guide agents through case creation A client has a need for multiple people to work on the same case. How would you enable this ability? 1. Multiple people cannot work on a case 2. Configure Service Cloud to use Case Teams 3. Create a new queue and add the people to the queue 4. Set the case object to "public" so that all users can see cases - answer2. Configure Service Cloud to use Case Teams What system would typically be batch integrated to Service Cloud in a Contact Center? 1. Telephony Firewall 2. High Density Storage 3. Optical Character Recognition 4.Customer Data Warehouse - answer4.Customer Data Warehouse What is Salesforce Open CTI? (Choose 3) 1. A call routing engine for Salesforce Omnichannel