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Salesforce Certified Service cloud consultant Sample Questions (Q11-Q16):

NEW QUESTION # 11
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A. Users must use Lightning Experience.
B. Publisher Actions used in the macros must be on the page layout.
C. The Macros widget or utility must be added to the console.
D. The Run Macros Permission must be granted to users.
E. The Run Macros Action must be on the page layout.

Answer: A,B,D

NEW QUESTION # 12
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A. Build an adapter using the telephony vendor's toolkit.
B. Implement an adapter using the Telephony API.
C. Move to a cloud -based telephony system.
D. Implement an adapter built on Open CTI.

Answer: D

NEW QUESTION # 13
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

A. Data Loader
B. Data Import Wizard
C. Mass Transfer Records

Answer: A

Explanation:
For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.

NEW QUESTION # 14
What should a consultant recommend service agents use?

A. Recommendation Strategy Metrics related list.
B. Paused now interviews Lightning Component.
C. Einstein Next Best Action Strategy Guilder.
D. History tab on the Actions & Recommendations comporent.

Answer: D

Explanation:
Explanation
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History

NEW QUESTION # 15
Which advantage does Salesforce provide with the OpenCTI framework?

A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
B. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
C. Developers can integrate with any telephony platform available with minimal need for customization.

Answer: A

Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.

NEW QUESTION # 16
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