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Salesforce Service-Cloud-Consultant Exam Dumps

Exam Name: Salesforce Certified Service Cloud Consultant (SP24)
Certification Name: Certified Service Cloud Consultant

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  • Total Questions: 177
  • Last Updation Date: 1-Jul-2024

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Using standard case management capabilities, what can be emailed to a customer as
a PDF attachment?

 

Articles appearing in the Knowledge sidebar

 

Products and assets associated to the case

 

Knowledge articles attached to the case


Knowledge articles attached to the case






UC wants to implement a Knowledge management process with the following
requirements: It must contain four different kinds of content: customer FAQs, product
specifications, contact center procedures, and product manuals. It must provide the ability
to filter Knowledge search results by a single product, multiple products, or all 56
products. Any product-related content created by contact center agents must be approved
by the contact center manager and the Knowledge manager before being published.
Product content should only be visible internally to contact center agents who handle the
product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

 

Configure workflow rules for each data category

 

Configure article types for each kind of content

 

Define approval processes for each article type


Configure workflow rules for each data category


Configure article types for each kind of content







Universal Containers is implementing an entitlement process to measure customer
service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

 

Representing metrics such as first-response and resolution time on cases

 

Monitoring the case escalation rule queue to confirm service levels are met

 

Identifying the customer contact associated with a particular stage of a service contract


Representing metrics such as first-response and resolution time on cases





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