Salesforce Certified Service Cloud Consultant (Service-Con-201 | CRT-261): SERVICE-CLOUD-CONSULTANT

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

A. Define Article Types with Public Sharing Settings.

B. Define Data Categories with Custom Visibility.

C. Define Topics for each Knowledge article.

D. Define a Custom Field to identify the Subject.

Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to determine if a customer has escalated a case in the past

B. Ability to specify unique service levels for each customer

C. Ability to prompt callers for the service contract number within IVR menus

D. Ability to enforce service levels with the time-dependent processes

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

A. Web-to-Case

B. Embedded Chat Service

C. Customer Community

D. Case Assignment Rules