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Salesforce Certified Service cloud consultant Sample Questions (Q84-Q89):

NEW QUESTION # 84
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?

A. Lean Development
B. Kanban
C. Scrum
D. Extremen Programming

Answer: A

NEW QUESTION # 85
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

A. Strategies to maximize call deflection
B. Integration with Lead Generation team and apps
C. Performance for high volume of interactions
D. Integration with Field service teams and apps

Answer: B,C

NEW QUESTION # 86
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

A. Sequential
B. Auto-Add
C. Independent
D. No Resource

Answer: C

Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types

NEW QUESTION # 87
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.
What should a consultant recommend to meet the requirement?

A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
B. An organization-wide default of Public Read/Write on the Case object
C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

Answer: A

Explanation:
Using a sharing set is the most appropriate solution to ensure Experience Cloud site users can access only the cases where they are listed as the contact. This configuration aligns with Salesforce's security model, providing record access based on the user's relationship to the case via their Contact record, ensuring data visibility is restricted appropriately.

NEW QUESTION # 88
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

A. Follow-up emails related to a case will update the case comments
B. Assignment, escalation, and workflow rules are processed on inbound emails
C. Follow-up emails and attachments related to a case are attached to the case
D. Only one inbound email address can be used for Email-to-Case

Answer: A,C

NEW QUESTION # 89
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