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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q97-Q102):

NEW QUESTION # 97
KCS (knowledge centered support) what is it? Choose 2 Answers

A. Share knowledge with the business partners
B. Method for social media management
C. Process for creating and maintaining knowledge
D. Standard for managing customer support and delivery

Answer: A,C

NEW QUESTION # 98
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Create a softphone layout and assign to user profiles.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the Salesforce CTI license to Salesforce users.
D. Assign the correct Salesforce users to the Call Center.
E. Install an adapter from AppExdiange to work with third-party CTI systems.

Answer: A,D,E

Explanation:
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

NEW QUESTION # 99
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A. Read Only
B. Private
C. Visible in Portal
D. Read/Write

Answer: D

Explanation:
Explanation
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5

NEW QUESTION # 100
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A. Process Builder
B. Macros
C. Visual Workflow
D. Lightning Knowledge

Answer: A

NEW QUESTION # 101
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A. Create a Dashboard for each Region.
B. Create a single Dashboard with a Region filter.
C. Create a single Dashboard with a Case Team filter.
D. Create a Dashboard for each Case Team.

Answer: B

NEW QUESTION # 102
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