|Exam Name||Salesforce Certified Service cloud consultant (SU23)|
|Questions||198 Questions Answers With Explanation|
|Update Date||November 27,2023|
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Universal Containers (UC) has deployed a call center using open CTI. Call center agentsare organized into four groups reflecting UC's four different product lines. Each group'smanager would like a report on their agents" daily call volume, including related case andcontact information.How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.
The VP of Service at Universal Containers wants to make it easier and faster for supportreps to send knowledge articles to the customer.What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
Universal Containers has a policy that requires all email traffic to remain within its firewall.Currently, the company has 200 support agents handling email from five different timezones on its legacy system.When implementing Salesforce, what solution should a consultant recommend for thisscenario?
B. Salesforce for Outlook
D. On-Demand Email-to-Case
Universal Containers wants to monitor customers' social media reactions and opinions.Agents also want to see recent cases that the customer as logged.What feature should a consultant recommend to meet this requirement?
B. Social Conversation Component
C. AppExchange solution
D. Custom Lightning Component
Universal Containers wants Service Console users to be able to view and update productusage data that is stored in an external system.Which two features should a consultant recommend to provide this functionality?Choose 2 answers
A. Salesforce Connect
B. Custom Objects
C. Middle-tier integration
D. External Objects
Universal Containers has implemented KCS. Specific article types and categories requireapproval, both the Publish Articles action button and the Submit for Approval button areavailable on page layouts. Agents are forgetting to submit certain articles types forapproval.What should a consultant recommend to automate the approval process?
B. Assignment rule
C. A Process Builder
D. Validation rule
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wantsthe functionality to include the ability to log the case thread and store attachments to thecase record.Which channel should a consultant recommend to meet these requirements?
B. Social Customer Service
Universal Containers wants to help customers resolve issues by browsing Knowledgearticles and submit a case if they need more information.What should the consultant recommend to meet the requirements?
A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.
Agents at Universal Containers are required to update the case status to Waiting forCustomer after they send an email to the case contact. Support Managers are noticing thatmany Agents are forgetting to perform this step.What should a consultant recommend to address this problem?
A. Configure Process Builder
B. Activate a Validation Rule
C. Define Case Escalation Rules
D. Create a Case Macro
Universal Containers has been testing an updated Service Console in a sandbox and isready to move it to Production.Which deployment solution should a consultant use?
A. Change Sets
B. Mass Transfer Records
C. Data Loader
D. Manual configuration