| Exam Name: | Salesforce Certified Service cloud consultant (WI25) | ||
| Exam Code: | Service-Cloud-Consultant Dumps | ||
| Vendor: | Salesforce | Certification: | Certified Service Cloud Consultant |
| Questions: | 177 Q&A's | Shared By: | rhea |
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
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 recent work task analysis for a service center revealed that service agents perform the
same steps when closing a case and sending a survey through email. These steps take around 1
minute per case. With millions of cases closed each year, it is important to improve efficiency of this
operation. the
What is a recommended Service Cloud feature that improves the process?
Universal Containers wants to implement best practices for its customer support teams and
has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?
TESTED 03 Apr 2025
