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Service-Cloud-Consultant Testing Center, Exam Service-Cloud-Consultant Revision Plan

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Salesforce Certified Service cloud consultant Sample Questions (Q102-Q107):

NEW QUESTION # 102
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

A. Entitlements
B. Case escalation
C. Omni-channel
D. Case milestones

Answer: A,B,C

NEW QUESTION # 103
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

A. Order Fulfillment
B. Enterprise Resource Planning (ERP)
C. Telephony
D. Marketing

Answer: A

NEW QUESTION # 104
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the assets related list to contact records
B. Add the entitlements related list to contact records
C. Add the service contract related list to contact records
D. Add the entitlement contacts related list to account records

Answer: B

NEW QUESTION # 105
A customer has recently implemented an on-premise telephony system that is common in the industry. This
customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a
consultant recommend?

A. Use a computer telephony integration (CTI) adapter that supports its telephony system.
B. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
C. Implement an on demand telephony solution provided by a vendor.
D. Create an API integration between Salesforce and the telephony system.

Answer: A

NEW QUESTION # 106
Which document should be created to support the initial planning phase of animplementation project? (Choose
2)

A. Requirements traceability matrix
B. Project kickoff presentation
C. Solution design document
D. Project milestones

Answer: B,D

NEW QUESTION # 107
......

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