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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Exam Format: | Multiple-choice, Scenario-based questions, Multiple-select |
| Exam Duration: | 105 minutes |
| Exam Price: | USD 200 + applicable taxes |
| Certificate Validity Period: | 2 years |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform App Builder |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Available Languages: | German, Spanish, Japanese, Portuguese (Brazil), French, English |
| Passing Score: | 78% |
| 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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Salesforce Service-Cloud-Consultant Certification is a prestigious certification that validates the expertise of professionals in the Salesforce Service Cloud domain. Salesforce Certified Service cloud consultant certification is designed to test the proficiency of individuals in the design, implementation, and management of Service Cloud solutions. Salesforce Certified Service cloud consultant certification also assesses the ability of professionals to provide exceptional customer service experiences, and find innovative solutions to complex customer issues.
NEW QUESTION # 47
All of the following objects may have a queue EXCEPT:
Answer: C
NEW QUESTION # 48
Why would customer upgrade from self-service to customer portal (Choose 3)?
Answer: A,B,D
NEW QUESTION # 49
UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?
Answer: B
NEW QUESTION # 50
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
Answer: A
Explanation:
Salesforce allows Knowledge articles suggested by Einstein to be attached to customer emails as part of standard Case Management capabilities. Einstein's AI-driven recommendations help agents by surfacing relevant Knowledge articles based on the case context, which can then be shared with customers to provide self-service options or additional information. This feature not only enhances the efficiency of case resolution by equipping customers with helpful resources but also leverages the power of AI to improve the relevance and personalization of customer communications, thereby enriching the overall service experience.
NEW QUESTION # 51
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
Answer: A,B,C
Explanation:
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview
NEW QUESTION # 52
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