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Salesforce Certified Service cloud consultant (SP22)

Last Update Jun 23, 2022
Total Questions : 388

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Salesforce Certified Service cloud consultant (SP22) Questions and Answers

Questions 1

Universal containers wants to assignsupport agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?



Create a service cloud console to support all channel groupings.


Create an agent profile for each channel grouping.


Create a unique case page layout for each channel grouping.


Create an agent role for each channel grouping.

Questions 2

Which solution can be used to improve call deflection?



Knowledge base


Community forum


Assignment rules


Web chat


Case routing

Questions 3

Which two configuration stepsare required before quick actions can be used in Macros?



Global Actions needs on the publisher layout.


Quick Actions must be enabled in the org.


The specific quick action must be added to the case Feed.


The specific quick action must be added to the case record Type.

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