Free Access Salesforce.Service-Cloud-Consultant.v2023-02-15.q37 Practice Test (Page 8)

Question 31

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A.The chat transcripts and case are transferred

B.The Customer doesn't know they were transferred

C.The Customer is shown the new Rep's name

D.Both Service Reps can chat with the customer

Question 32

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A.Data Loader

B.Data Import Wizard

C.Change Sets

D.Mass Transfer Records

Question 33

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

A.Install the Data Quality Analysis Dashboards from the AppExchange.

B.Import the records and use Duplicate Management.

C.Deduplicate the data before importing into Salesforce,

D.Standardize all rows to match Salesforce data types.

E.Import the records and create a workflow rule to change the data type.

Question 34

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

A.Deploy a Partner Central Community.

B.Configure Web-to-Case.

C.Create a Customer Experience Cloud site.

D.Implement Recommended Articles.

Question 35

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A.Net promoter Score

B.Customer Support Requests

C.Service Level Agreement

D.Customer Purchase History

E.customer satisfaction Survey

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Question 31

Question 32

Question 33

Question 34

Question 35

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