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SERVICE-CLOUD-CONSULTANT Exam Questions & Answers

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SERVICE-CLOUD-CONSULTANT Exam Questions & Answers

Vendor: Salesforce

Certifications: Service Cloud Consultant

Exam Code: SERVICE-CLOUD-CONSULTANT

Exam Name: Salesforce Certified Service cloud consultant

Updated: Apr 20, 2024

Q&As: 409

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SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Questions 1

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A. Implement a customer self-service portal

B. Enable agents to transfer calls to other agents

C. Cross-train agents on both product lines

D. Prioritize customer calls based on their SLA

Show Answer
Questions 2

SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A. Use entitlements to define a process and milestones

B. Use case teams to close

C. Use escalation rules

Show Answer
Questions 3

What is the primary function of a private branch exchange (PBX)?

A. To receive multiple calls at one time

B. To use speech recognition to direct calls

C. To report the caller's background information

D. To mate calls to different agents

Show Answer More Questions

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