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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q82-Q87):

NEW QUESTION # 82
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?

A. Einstein Bots with check processing
B. Experience Cloud with payment processing
C. Service Cloud Voice with Tele-pay

Answer: B

Explanation:
To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency.

NEW QUESTION # 83
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Create sensitive data rules.
B. Enable Sneak Peek Configuration setting.
C. Enable Assistance Flag Configuration setting.
D. Create a blocking rule.

Answer: D

Explanation:
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat

NEW QUESTION # 84
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Reduced issue resolution time
B. Reduced support channels
C. Increased call routing accuracy
D. Increased call deflection
E. Optimized use of resources

Answer: A,D,E

Explanation:
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview

NEW QUESTION # 85
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. Social Customer Service for Twitter and Facebook.
B. Einstein Bot social queues.
C. Social Persona for Twitter and Facebook.
D. Social Media Marketing message tagging.

Answer: A

Explanation:
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview

NEW QUESTION # 86
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A. To provide live and historical data on system performance
B. To provide online security threat information
C. To provide best practices for continuity plans
D. To provide information planning planned maintenance
E. To provide live support for system and data backup

Answer: A,B,D

NEW QUESTION # 87
......

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Fantastic CRT-261 Free Updates - Win Your Salesforce Certificate with Top Score

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q82-Q87):

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