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Salesforce Certified Service cloud consultant (SP23) Questions and Answers

Question 41

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.

Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

Data Import Wizard

Data Loader

Mass Transfer Records

Question 42

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 their behalf. support team on

What should a consultant recommend to meet the requirement?

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

An organization-wide default of Public Read/Write on the Case object

Question 43

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.

Which reporting solution should the consultant recommend?

Create a report using Grouping.

Create a reporting snapshot.

Create a joined report.

Question 44

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Experience Cloud with payment processing

Einstein Bots with check processing

Service Cloud Voice with Tele-pay