Here you have the best Salesforce Certified Service Cloud Consultant practice exam questions
Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
On-Demand Email-to-Case should be recommended as it runs on the Salesforce platform and does not require third-party software to be installed on employee computers. This solution can automatically create cases from customer emails without breaching the IT policy.
If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?
To ensure the case is escalated to Tier 2 support after Tier 1 has completed their troubleshooting steps, the consultant can implement Lightning Guided Engagement. This tool helps streamline the troubleshooting process by guiding users through specific steps within the Lightning Service Console. It provides a structured flow for support agents, ensuring that when certain conditions are met (such as Tier 1 completing its steps), the case can be seamlessly escalated to Tier 2 for additional troubleshooting.
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
On-Demand Email-to-Case is the most suitable method for Universal Containers. It allows for the creation of up to 4000-5000 cases per day and supports attachments under 25MB, fitting the requirements specified.
Milestones can be added to which three Object types? (Choose three.)
Milestones can be added to Case, Entitlement, and Work Order objects. Cases are typically used to track customer issues, Entitlements manage customer service level agreements, and Work Orders are used in field service operations, all of which can have milestones added to track important events or deadlines within those objects.
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
To ensure contracted service level requirements are met, the necessary components include entitlement processes to define the steps involved, milestones to track progress, milestone actions to determine what happens at each milestone, and entitlements to specify the SLA terms. Together, these elements will help configure and manage the SLA effectively.