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最新的 Salesforce Consultant Service-Con-201 免費考試真題:

1. Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

A) Create an article action for each record type. Assign record types to service agents.
B) Create a permission set for each record type. Assign permissions to service agents.
C) Create a data category for each product. Assign data categories to service agents.

2. Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?

A) Einstein Chat Bot
B) Knowledge articles
C) Web-to-Case

3. Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

A) Assign a global team of experienced analysts to create a standard report template.
B) Ask leadership, management, and agents in all regions to vote on the standard report template.
C) Request that the VP of worldwide support design a standard report template to provide a clear vision,

4. Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

A) Case assignment rules
B) Omni-Channel
C) Case team

5. Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.
Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

A) Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.
B) Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.
C) Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.

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