Validate that you have the knowledge to design and implement a Service Cloud solution as a consultant.
Which search mechanism should be used to find case comments from within the lightning service console?
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.Which three measures satisfy this requirement? Choose 3 answers
“Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?”
“After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem”
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
“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?”
A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
“Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers”