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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Certified Service Cloud Consultant Exam
Exam Number:	Service-Cloud-Consultant
Passing Score:	78%
Exam Format:	Multiple-select, Multiple-choice, Scenario-based questions
Exam Duration:	105 minutes
Real Exam Qty:	60 scored + up to 5 unscored
Certificate Validity Period:	2 years
Related Certifications:	Salesforce Certified Administrator Salesforce Certified Platform App Builder
Available Languages:	English, German, French, Japanese, Portuguese (Brazil), Spanish
Exam Price:	USD 200 + applicable taxes
Recommended Training:	Trailhead: Prepare for Your Service Cloud Consultant Credential
Exam Registration:	Salesforce Certification Registration
Sample Questions:	Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:	Online proctored or onsite at authorized testing centers
Pre Condition:	Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions
Official Syllabus URL:	https://trailhead.salesforce.com/credentials/servicecloudconsultant

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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification

If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.

Salesforce Certified Service cloud consultant Sample Questions (Q71-Q76):

NEW QUESTION # 71
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

A. Skills-Based Routing
B. Lightning Flow for Service
C. Queue-Based Routing
D. Lead Assignment Rules

Answer: A

Explanation:
Skills-Based Routing is a feature that can enable service agents based in North America and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5

NEW QUESTION # 72
The manager of a large credit card contact center needs to understand how many customers call daily to check
their balance without speaking with an agent. Which system would be used to generate the report?

A. Time and Attendance
B. Private Branch Exchange
C. Automatic Call Distributor
D. Interactive Voice Response

Answer: D

NEW QUESTION # 73
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

A. Lightning Flow for service
B. Path for Cases
C. Lightning Process Builder
D. Interaction Log

Answer: A,D

NEW QUESTION # 74
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.
B. Use Process Builder with Scheduled Actions
C. Define Entitlement and Milestones.
D. Enable Omni-Channel Routing.

Answer: C

NEW QUESTION # 75
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

A. Publish a Managed package
B. Manuallyre create the Permission sets
C. Change set
D. Create an Unmanaged package

Answer: C

NEW QUESTION # 76
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