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Salesforce Service-Cloud-Consultant Exam Dumps

Exam Name: Salesforce Certified Service cloud consultant (SP23)
Certification Name: Certified Service Cloud Consultant

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  • Total Questions: 198
  • Last Updation Date: 8-Sep-2023

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Support agents need to verify that customers are eligible to receive customer support before they can update the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

 

Contacts

 

Products

 

Service contracts

 

Case history


Contacts


Service contracts






What key metric should a contact center manager use to evaluate the effectiveness of a
new Service Cloud implementation? (Choose 2)

 

First contact resolution rate

 

Number of total cases handled

 

Total number of solutions created by agent

 

Average number of knowledge articles published


First contact resolution rate


Number of total cases handled






Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers

 

Average incoming case volume

 

Relationship to the primary contact

 

Case closure rules on the original case

 

RMA and FSR escalation requirements

 

Visibility and access to the RMA and FSR records


Case closure rules on the original case


RMA and FSR escalation requirements


Visibility and access to the RMA and FSR records




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