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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Service Cloud Solution Design15%- Scalability and maintainability
- Security, compliance and performance optimization
- Solution design based on requirements
- Capabilities, limitations and trade-offs
Intake and Interaction Channels13%- Digital engagement and omni-channel
- Designing intake channels
- Email, web, social, phone and messaging channels
- Configuration best practices
Case Management13%- End-to-end case lifecycle design
- Automation: assignment rules, escalation, workflow
- Case deflection and self-service
- Entitlements, milestones and SLAs
Implementation Strategies12%- Training and adoption planning
- Licensing and deployment considerations
- Consulting engagement lifecycle
- Data migration, quality and governance
Integrations10%- Third-party system integration
- Data exchange and synchronization
- CTI and telephony integration
Knowledge Management12%- Article lifecycle, versioning and visibility
- Knowledge base design and implementation
- Data categories and access control
- Case deflection and knowledge adoption
Industry Knowledge12%- Types of contact centers and their characteristics
- Contact center metrics and KPIs
- Business challenges, risks and outcomes
Contact Center Analytics10%- Key metrics and KPIs tracking
- Report and dashboard design
- Data-driven improvement

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Salesforce Certified Service cloud consultant Sample Questions (Q68-Q73):

NEW QUESTION # 68
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

Answer: A,C

Explanation:
Explanation
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview


NEW QUESTION # 69
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Answer: C

Explanation:
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]


NEW QUESTION # 70
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

Answer: C


NEW QUESTION # 71
Universal Containers needs to provide contact center agents with access to a customer's payment history if the
call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

Answer: B,C


NEW QUESTION # 72
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

Answer: C

Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview


NEW QUESTION # 73
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