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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q144-Q149):

NEW QUESTION # 144
When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner
B. An Assignment Rule is Activated
C. A Workflow rules is activated
D. None of the above

Answer: A

NEW QUESTION # 145
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?

A. Implement Lightning Guided Engagement
B. Define separate Record Types for Tier 1 and Tier 2
C. Configure a Visual Flow Troubleshooting Action
D. Enable Omni-Channel Case assignment

Answer: A,C

NEW QUESTION # 146
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Set up Milestones.
B. Create an Entitlement Process.
C. Enable Work Orders.
D. Configure Service Contracts.

Answer: A,B

NEW QUESTION # 147
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

A. Lightning Platform
B. Waterfall
C. Agile
D. Kanban

Answer: C

NEW QUESTION # 148
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A. Use Process Builder for notifications and account teams to monitor cases.
B. Use escalation rules for notifications and account teams to monitor cases.
C. Use Process Builder for notifications and case teams to monitor cases.
D. Use escalation rules for notifications and case teams to monitor cases.

Answer: C

Explanation:
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview

NEW QUESTION # 149
......

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CRT-261 Valid Dumps Files, CRT-261 Certification Practice

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q144-Q149):

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