Get Mar-2023 updated Exam Service-Cloud-Consultant Dumps with New Questions [Q73-Q87]

NO.73 How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?

NO.74 Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent’s requirements?
Choose 2 answers

NO.75 Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge
Implementation. Many of their “How To” articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

NO.76 What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

NO.77 Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric
should the CFO monitor to reach the budget goals? (Choose 2)

NO.78 Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

NO.79 universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

NO.80 The Universal Container’s customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

NO.81 Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are
provided different service levels based on their Services agreement. The VP of Customer Service wants to use
Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain
stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

NO.82 Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

NO.83 A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?

NO.84 A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

NO.85 Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

NO.86 SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this
best be achieved?

NO.87 A customer is planning a Service Cloud implementation. The customer’s current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)