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Service-Cloud-Consultant – Salesforce Certified Service cloud consultant (WI23)

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Showing 16–18 of 20 questions

Question 16

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Select an option, then click Submit answer.

  • ○

    Configure Omni-Channel Supervisor tab and 3rd party access.
  • ○

    Configure Live Agent Supervisor tab and Whisper Messages.
  • ○

    Add the Live Agent Component to the Utility bar.
  • ○

    Configure the SOS snap-in for the Lightning Service Console.
Question 17

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

Select an option, then click Submit answer.

  • ○

    Web-to-Case
  • ○

    Email-to-Case
  • ○

    Salesforce for Outlook
  • ○

    On-Demand Email-to-Case
Question 18

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

Select an option, then click Submit answer.

  • ○

    Activate Knowledge One within the Salesforce Console for Service.
  • ○

    Create a Knowledge Visualforce component on the case detail page.
  • ○

    Activate Knowledge One on the case detail page.
  • ○

    Create a Knowledge Visualforce component within the Salesforce Console for Service.