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Salesforce Certified Service Cloud Consultant exam is a comprehensive test that covers a range of topics related to Salesforce Service Cloud. Service-Cloud-Consultant exam is made up of 60 multiple-choice questions that must be completed within 105 minutes. Candidates must score at least 67% to pass the exam. Service-Cloud-Consultant exam is designed to assess the candidate’s ability to implement and manage Service Cloud solutions, including case management, contact center management, and knowledge management.

Salesforce Service-Cloud-Consultant is a certification exam that validates the expertise of professionals in the Salesforce Service Cloud domain. It is designed for individuals who have experience in implementing and managing Service Cloud solutions for their clients. Service-Cloud-Consultant exam is conducted by Salesforce, the leading provider of cloud-based CRM solutions in the world.

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The Service-Cloud-Consultant Certification Exam covers a wide range of topics related to Salesforce service cloud, including case management, knowledge management, service level agreements, contact center automation, and omni-channel routing. It also tests the candidate's knowledge of Salesforce's best practices for service cloud implementation, data modeling, and integration with other Salesforce products.

Salesforce Certified Service cloud consultant Sample Questions (Q64-Q69):

NEW QUESTION # 64
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Define separate Record Types for Tier 1 and Tier 2
B. Configure a Visual Flow Troubleshooting Action
C. Enable Omni-Channel Case assignment
D. Implement Lightning Guided Engagement

Answer: D

Explanation:
Explanation
Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement

NEW QUESTION # 65
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Define Case Escalation Rules
B. Create a Case Macro
C. Configure Process Builder
D. Activate a Validation Rule

Answer: B

NEW QUESTION # 66
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Organize the requirements from largest to smallest.
D. Provide a timeline that addresses all the requirements.

Answer: B

Explanation:
Explanation
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices

NEW QUESTION # 67
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A. Leverage Live Agent for web-based chat
B. Implement Salesforce Knowledge on a portal
C. Enable service contracts and entitlements
D. Implement Service Cloud console to support agents

Answer: A,B

NEW QUESTION # 68
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?

A. Knowledge base
B. Email-to-Case
C. Chat with an agent

Answer: A

Explanation:
To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

NEW QUESTION # 69
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New APP Service-Cloud-Consultant Simulations & Service-Cloud-Consultant Exam Materials

Realistic New APP Service-Cloud-Consultant Simulations & Guaranteed Salesforce Service-Cloud-Consultant Exam Success with Top Service-Cloud-Consultant Exam Materials

Salesforce Certified Service cloud consultant Sample Questions (Q64-Q69):

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