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Salesforce Certified Service cloud consultant Sample Questions (Q142-Q147):

NEW QUESTION # 142
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

A. Lead Assignment Rules
B. Skills-Based Routing
C. Queue-Based Routing
D. Lightning Flow for Service

Answer: B

Explanation:
Skills-Based Routing is a feature that can enable service agents based in North America and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5

NEW QUESTION # 143
Which search mechanism should be used to find case comments from within the lightning service console?

A. Comment search component
B. Search utility component
C. Comments list view
D. Global search

Answer: D

Explanation:
Explanation
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search

NEW QUESTION # 144
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

A. Case Escalation Rules
B. Omni-Channel Supervisor
C. Einstein Case Routing
D. Screen Flow

Answer: B

Explanation:
Explanation
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5

NEW QUESTION # 145
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?

A. Einstein Reply Recommendations
B. Service Cloud User feature license
C. Social Service Pro add-on
D. Einstein Social Insights add-on

Answer: C

Explanation:
Explanation
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram.
Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment. Verified References: : Social Service Pro Overview

NEW QUESTION # 146
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
B. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
C. Create case page layouts for each interactionchannel and assign them to different agent profiles.
D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Answer: D

NEW QUESTION # 147
......

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Free PDF Quiz 2025 Salesforce Service-Cloud-Consultant: Perfect New Salesforce Certified Service cloud consultant Test Tips

Exam Service-Cloud-Consultant Quick Prep, Service-Cloud-Consultant Latest Braindumps Sheet

Salesforce Certified Service cloud consultant Sample Questions (Q142-Q147):

Correct New Service-Cloud-Consultant Test Tips | Easy To Study and Pass Exam at first attempt & Pass-Sure Salesforce Salesforce Certified Service cloud consultant

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