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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q95-Q100):

NEW QUESTION # 95
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Snapshot report type.
D. Create a report using the Case Historical Trending report type.

Answer: C

Explanation:
Creating a report using the Case Snapshot report type is a reporting solution that can help the manager compare the amount of time that cases have spent within each status during their lifecycle. The Case Snapshot report type shows the case status and the number of days that the case was in each status. The Case Snapshot report type can help identify bottlenecks and inefficiencies in the case resolution process. Verified References: : https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_case_snapshot.htm&type=5

NEW QUESTION # 96
Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Better reporting
B. Access to custom objects
C. Simpler and easier to configure
D. Branded site

Answer: A,B,D

NEW QUESTION # 97
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

A. Einstein Bot social queues.
B. Social Persona tor Twitter and Facebook.
C. Social Customer Service for Twitter and Facebook.
D. Social Media Marketing message tagging.

Answer: B

NEW QUESTION # 98
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?

A. Create a sharing rule for each division to provide access using the role hierarchy.
B. Create a single data category group for each division and provide access using the role hierarchy.
C. Create separate data category groups for each division and assign the category to a division profile.
D. Create a sharing rule for each division to provide access based on criteria of the article.

Answer: B

Explanation:
Explanation
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division.
This way, each division will only see its own articles when performing a search. Verified References: Data Categories

NEW QUESTION # 99
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Incident Management
B. Field Service
C. Visual Remote Assistant
D. Workforce Engagement

Answer: B

Explanation:
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified References: 1: Field Service Overview

NEW QUESTION # 100
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