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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Exam Price: | USD 200 + applicable taxes |
| Exam Duration: | 105 minutes |
| Available Languages: | English, German, French, Japanese, Spanish, Portuguese (Brazil) |
| Certificate Validity Period: | 2 years |
| Passing Score: | 78% |
| Related Certifications: | Salesforce Certified Platform App Builder Salesforce Certified Administrator |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Exam Format: | Multiple-choice, Scenario-based questions, Multiple-select |
| 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 valuable credential for professionals who want to advance their career in customer service and contact centers. Salesforce Certified Service cloud consultant certification not only validates a candidate's expertise in Salesforce Service Cloud but also demonstrates their commitment to ongoing learning and professional development. Salesforce Certified Service Cloud Consultants are in high demand as companies look for professionals with the skills and knowledge to help them optimize their customer service operations.
NEW QUESTION # 60
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?
Answer: C
NEW QUESTION # 61
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
Answer: A,C,E
NEW QUESTION # 62
For which purpose should a contact center use visual workflow?
Answer: C
NEW QUESTION # 63
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Answer: A
Explanation:
Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.
NEW QUESTION # 64
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?
Answer: B
Explanation:
For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.
NEW QUESTION # 65
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