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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Section	Weight	Objectives
Service Cloud Solution Design	15%	- Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability - Solution design based on requirements
Implementation Strategies	12%	- Data migration, quality and governance - Licensing and deployment considerations - Training and adoption planning - Consulting engagement lifecycle
Intake and Interaction Channels	13%	- Designing intake channels - Configuration best practices - Digital engagement and omni-channel - Email, web, social, phone and messaging channels
Contact Center Analytics	10%	- Data-driven improvement - Key metrics and KPIs tracking - Report and dashboard design
Knowledge Management	12%	- Knowledge base design and implementation - Case deflection and knowledge adoption - Data categories and access control - Article lifecycle, versioning and visibility
Case Management	13%	- Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Case deflection and self-service
Integrations	10%	- Data exchange and synchronization - CTI and telephony integration - Third-party system integration
Industry Knowledge	12%	- Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes

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Salesforce Certified Service cloud consultant Sample Questions (Q76-Q81):

NEW QUESTION # 76
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A. Require agents to create Knowledge articles when opening a case.
B. Add the Submit Feedback button to articles.
C. Allow agents to create Knowledge articles when closing a case.
D. Add the Submit Feedback buttonon the Solutions tab.

Answer: C

NEW QUESTION # 77
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Create an action on Case,
B. Create a Case Macro.
C. Create a Validation Rule.

Answer: B

Explanation:
To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case Macro that automates the process of sending the email and updating the status is recommended. This ensures consistency in case management and adherence to support processes, enhancing service quality and managerial oversight.

NEW QUESTION # 78
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

A. Configure Web-to-Case and use assignment rules,
B. Predefine case teams and use assignment rules.
C. Create queues with support agents and use assignment rules.

Answer: C

Explanation:
To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.

NEW QUESTION # 79
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. Change set
B. Create an Unmanaged package
C. Publish a Managed package
D. Manuallyre create the Permission sets

Answer: A

Explanation:
Explanation
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users' functional access without changing their profiles. Verified References: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview

NEW QUESTION # 80
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A. An AppExchange package
B. web-to-Case
C. Email-to-Case
D. On-Demand Email-to-Case

Answer: D

Explanation:
Explanation
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case

NEW QUESTION # 81
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