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Salesforce Service-Cloud-Consultant Exam is designed for professionals who specialize in Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is ideal for professionals who are responsible for designing, configuring, and implementing solutions that support customer service and support processes. Service-Cloud-Consultant exam tests the candidate's knowledge of Salesforce Service Cloud features and functionality, including case management, service level agreements, entitlements, and knowledge management. Salesforce Certified Service cloud consultant certification requires candidates to have a deep understanding of the Salesforce platform and its capabilities as they relate to customer service and support.

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Salesforce Certified Service cloud consultant Sample Questions (Q245-Q250):

NEW QUESTION # 245
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. Customer Community
B. Web-to-Case
C. Embedded Chat Service
D. Case Assignment Rules

Answer: C

Explanation:
Explanation
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview

NEW QUESTION # 246
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Create a separate .csv for each article type
B. Map articles with HTML sections to rich text area fields
C. Use the data loader to import unstructured articles
D. Use change sets to import data categories

Answer: B,C

NEW QUESTION # 247
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
D. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

Answer: A

NEW QUESTION # 248
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

A. Number of articles created by agent
B. Number of cases escalated by agent
C. Number of solutions created by agent
D. Number of articles attached to a case

Answer: A,D

NEW QUESTION # 249
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

A. Use Omni-Channel to automatically route inbound email
B. Insert a reference Thread ID in the email subject template
C. Convert to an On-Demand Email-to-Case setup
D. Assign a user to manually manage incoming email

Answer: B

NEW QUESTION # 250
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