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Salesforce Administer and Maintain Service Cloud Sample Questions (Q186-Q191):
NEW QUESTION # 186
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Answer: A
NEW QUESTION # 187
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?
Answer: C
Explanation:
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.
NEW QUESTION # 188
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
Answer: A
Explanation:
Customer Community Plus is a type of Community license that should be used to meet the requirements of allowing customers to submit cases and see a dashboard of case resolution history. Customer Community Plus licenses are used for external users who access Experience Cloud sites and need to access standard CRM functionality, such as creating and managing cases, viewing reports and dashboards, or collaborating with other users. Customer Community Plus licenses are based on the number of named users and are suitable for frequent or high-value customers who need full access to Service Cloud features. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses
NEW QUESTION # 189
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
Answer: D
NEW QUESTION # 190
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
Answer: B
Explanation:
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5
NEW QUESTION # 191
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