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Salesforce Certified Service cloud consultant Sample Questions (Q149-Q154):

NEW QUESTION # 149
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

A. Article Translation
B. Data Category Groups
C. Chatter Answers
D. Data Category Visibility

Answer: B

Explanation:
Explanation
Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business.
Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview

NEW QUESTION # 150
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A. Set up a sharing set to grant access based on the community member's contact record.
B. Change the org-wide default for cases and contacts internal access to private.
C. Update the case assignment rule to add the community member to the predefined case team.
D. Create a sharing rule to share the contact record with the community member.

Answer: A

Explanation:
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5

NEW QUESTION # 151
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable suggested articles on new cases.
B. Create an email template to send articles as PDF attachments.
C. Enable article customization for open cases.
D. Enable article submission during case close.
E. Enable agents to create their own personal articles.

Answer: A,B,D

NEW QUESTION # 152
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use a workflow rule to send an email to the product manager
D. Use an assignment rule to assign new cases to the product manager

Answer: C

NEW QUESTION # 153
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
B. Optimize the customer community for mobile devices to have access to the same support as desktops.
C. Create a central "Contact Us" page which provides access to all available channels.
D. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Answer: A,B,C

Explanation:
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]

NEW QUESTION # 154
......

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