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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q91-Q96):

NEW QUESTION # 91
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

A. Create a custom dashboard.
B. Add History to the Utility bar.
C. Keep all cases open in tabs.

Answer: B

Explanation:
For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.

NEW QUESTION # 92
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A. Agent utilization
B. Schedule adherence
C. Quality monitoring score
D. Number of calls offered

Answer: A,B

NEW QUESTION # 93
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A. A Custom Component
B. A Twitter Macro
C. The Case Feed
D. The Social Feed

Answer: C

NEW QUESTION # 94
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs with Case Subtabs
B. Case tabs with Account subtabs
C. Account tab with Cases related list
D. Account tabs and Cases tab

Answer: A

Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]

NEW QUESTION # 95
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Next Best Actions
B. Case Feed
C. Push Notifications
D. Omni-channel Supervisor

Answer: D

Explanation:
Explanation
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview

NEW QUESTION # 96
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