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Free CERTIFIED-SERVICE-CLOUD-CONSULTANT – Salesforce CERTIFIED-SERVICE-CLOUD-CONSULTANT Practice Test Question

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Showing 7–9 of 10 questions

Question 7 (Topic 1)

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?

Select an option, then click Submit answer.

  • ○ Review and address Case data issues and set up Einstein Article Recommendations.
  • ○ Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.
  • ○ Review and address Case data issues and set up Einstein Classification Apps.
Question 8 (Topic 1)

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data. Which solution should a consultant recommend to meet the requirements?

Select an option, then click Submit answer.

  • ○ Configure OWD for the Case object and implement Salesforce Shield.
  • ○ Configure View All for the Case object and field-level security.
  • ○ Configure Case Team with Read Write and field-level security.
Question 9 (Topic 1)

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions. What is the recommended feature to meet the requirement?

Select an option, then click Submit answer.

  • ○ Create a record-triggered flow.
  • ○ Create an IP blocking rule.
  • ○ Create an Omni-flow.