At ValidExamDumps, we consistently monitor updates to the Salesforce Service-Cloud-Consultant exam questions by Salesforce. Whenever our team identifies changes in the exam questions,exam objectives, exam focus areas or in exam requirements, We immediately update our exam questions for both PDF and online practice exams. This commitment ensures our customers always have access to the most current and accurate questions. By preparing with these actual questions, our customers can successfully pass the Salesforce Certified Service Cloud Consultant exam on their first attempt without needing additional materials or study guides.
Other certification materials providers often include outdated or removed questions by Salesforce in their Salesforce Service-Cloud-Consultant exam. These outdated questions lead to customers failing their Salesforce Certified Service Cloud Consultant exam. In contrast, we ensure our questions bank includes only precise and up-to-date questions, guaranteeing their presence in your actual exam. Our main priority is your success in the Salesforce Service-Cloud-Consultant exam, not profiting from selling obsolete exam questions in PDF or Online Practice Test.
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the
Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the submission for approval based on specific criteria, such as article type or category. This method ensures that articles requiring approval are automatically sent through the approval process, reducing the reliance on agents to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with Knowledge-Centered Support (KCS) practices and organizational requirements.
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?
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK Ants to allow asynchronous conversations, conversations across devices, and
Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support
offering.
What should a consultant recommend to provide these newer capabilities?
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
