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Salesforce Certified Service Cloud Consultant Sample Questions (Q115-Q120):

NEW QUESTION # 115
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled

Answer: C

Explanation:
To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.

NEW QUESTION # 116
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?

A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time

Answer: C

Explanation:
Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.

NEW QUESTION # 117
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

A. Migrate data to the sandbox environment and verify successful migration.
B. Develop training materials after configuring the application to prepare for user adoption.
C. Configure, develop, and test the application in a sandbox environment.

Answer: C

Explanation:
In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's business processes and requirements before deployment, facilitating a smooth transition and successful implementation.

NEW QUESTION # 118
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.

A. Use the agents' Presence Status.
B. Use the Most Available routing model.
C. Use Most Cases Closed report.

Answer: B

Explanation:
The Most Available routing model in Omni-Channel automatically assigns the next case to the agent with the most remaining capacity, ensuring fair and even workload distribution. It can be combined with skills-based routing so that only agents with the appropriate product specialization receive the case.
Option B (Presence Status) only defines whether an agent is available but doesn't control assignment logic.
Option C (report) is a performance tracking tool, not a routing mechanism.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Interaction Channels Domain.
Salesforce Help: "Configure Routing Models in Omni-Channel."
Salesforce Winter '23 Release Notes - Skills-Based Routing Enhancements.

NEW QUESTION # 119
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?

A. Waterfall
B. Hybrid
C. Agile

Answer: C

Explanation:
Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.

NEW QUESTION # 120
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Service-Con-201 Exam Sample Online | Service-Con-201 Exam Quizzes

Free PDF Newest Salesforce - Service-Con-201 - Salesforce Certified Service Cloud Consultant Exam Sample Online

Salesforce Certified Service Cloud Consultant Sample Questions (Q115-Q120):

Quiz Authoritative Salesforce - Service-Con-201 - Salesforce Certified Service Cloud Consultant Exam Sample Online

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