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Salesforce Certified Service cloud consultant Sample Questions (Q36-Q41):

NEW QUESTION # 36
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

* A. The Customer does not know they were transferred.
* B. The Chat Transcript and Case are transferred.
* C. The Customer is shown the new Representative's Name
* D. Both Service Reps can chat with the Customer.
Answer: B,C

Explanation:
Explanation
The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now.
The customer will also see a message that says "You have been transferred" on their chat window.
Verified References: , Transfer Chats to Other Agents or Queues

NEW QUESTION # 37
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

* A. Service Cloud Voice with Tele-pay
* B. Experience Cloud with Customer Account Portal template
* C. Einstein Bots with Credit Card Payments
* D. Field Service with Integrated Payments
Answer: A

NEW QUESTION # 38
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are
having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

* A. Create a dashboard to track and manage call volumes by type.
* B. Configure IVR routing to bypass Tier 1 for the product line.
* C. Create Knowledge Articles and publish internally and publicly.
* D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: C

NEW QUESTION # 39
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?

* A. Assign team-based roles to the associated product data category value
* B. Assign team-based roles to the associated product article types
* C. Assign team-based profiles to the associated product data category value
* D. Assign team-based profiles to the associated product article types
Answer: A

NEW QUESTION # 40
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

* A. Workforce Engagement
* B. Video Support
* C. Incident Management
* D. Self Service Knowledge
Answer: B

NEW QUESTION # 41
......

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