Service-Cloud-Consultant Exam Dumps - Salesforce Certified Service cloud consultant (SP25)
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK
would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a
case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with
its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most
effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?