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Salesforce Certified Service cloud consultant (SP23)

Last Update May 6, 2024
Total Questions : 177

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Last Update May 6, 2024
Total Questions : 177

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CRT-261 Total Questions : 198 Updated : May 6, 2024
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Salesforce Certified Service cloud consultant (SP23) Questions and Answers

Questions 1

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and

integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's

development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

Options:

A.

Postpone the release to the production org so the team can finish the project before the release is deployed.

B.

Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C.

Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

Questions 2

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

Options:

A.

Knowledge articles suggested by Einstein

B.

Upcoming Milestones for the Case's Entitlement

C.

Internal Chatter posts about the Case

Questions 3

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Options:

A.

Custom Report Types with Reports and Dashboards

B.

Knowledge Base Reports and Dashboard Package Installation

C.

Knowledge Dashboard Pack for CRM Analytics Installation

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