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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionObjectives
Service Cloud Analytics and Reporting- Key service KPIs and metrics
- Reports and dashboards for service performance
Automation and Process- Flow and workflow automation for service processes
- Entitlements, milestones, and SLAs
Integration and Data Management- Integration with external service systems
- Data model considerations for Service Cloud
Service Cloud Solution Design- Service Cloud feature selection and architecture
- Customer service processes and use case design
Service Cloud Implementation- Email-to-Case and Web-to-Case setup
- CTI (Computer Telephony Integration) concepts
Knowledge Management- Salesforce Knowledge setup and article lifecycle
- Knowledge search and content delivery
Omni-Channel and Digital Engagement- Omni-Channel routing configuration
- Chat, messaging, and digital support channels
Case Management and Service Console- Case lifecycle and routing strategies
- Service Console configuration and productivity tools

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Salesforce Certified Service cloud consultant Sample Questions (Q284-Q289):

NEW QUESTION # 284
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

Answer: B,D


NEW QUESTION # 285
Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Answer: B


NEW QUESTION # 286
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

Answer: C


NEW QUESTION # 287
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

Answer: C

Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types


NEW QUESTION # 288
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

Answer: B


NEW QUESTION # 289
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