Salesforce Service Cloud Consultant Quiz 56 Topic 7 Questions 276-280

Question: 1

Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.

Mow can a consultant address this concern'

AImprove Validation Ru!e messages.

BUse Einstein Next Best Action.

CConfigure Path for Cases.

DImplement record types and pege layouts.

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Question: 2

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

AInstall an adapter from AppExdiange to work with third-party CTI systems.

BEnable Live Agent in their community to chat with an agent.

CAssign the correct Salesforce users to the Call Center.

DCreate a softphone layout and assign to user profiles.

EAssign the Salesforce CTI license to Salesforce users.

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Question: 3

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for

their agents to handle more customer transactions per day.

Which two features should a Consultant recommend?

Choose 2 answers

AFacebook Messaging

BEscalation Rules

CChat

DCase Auto-Response

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Question: 4

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

AThe report is shared with a Chatter Group.

BThe report contains a chart.

CThe report has a standard Report Type.

DThe report is a Summary or Matrix report.

EThe report chart is added to the Page Layout.

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Question: 5

Which three are characteristics of Visual Workflow? Choose 3 answers

AApex code must be used to update fields in the database.

BElements can be used to pass data to legacy systems.

CApex code must be used to pass data to legacy systems.

DOnly one version of a flow can be activated at a time.

EElements can be used to update fields in the database.

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Salesforce Service Cloud Consultant Quiz:56 Topic:7 Questions:276-280