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Earning the Salesforce Service-Cloud-Consultant Certification demonstrates that a professional has the expertise and knowledge required to design and implement Salesforce service cloud solutions that meet customer requirements. Salesforce Certified Service cloud consultant certification is ideal for professionals who are looking to advance their careers in the Salesforce ecosystem and want to specialize in service cloud solutions. Additionally, it is a valuable asset for organizations that want to ensure that their Salesforce service cloud implementations are designed and implemented by certified professionals who have the expertise required to deliver successful projects.
Salesforce Certified Service cloud consultant certification is designed for professionals who specialize in implementing and managing the Salesforce Service Cloud. It is intended for individuals who have experience in configuring and managing Service Cloud solutions in a customer-facing role. Salesforce Certified Service cloud consultant certification is ideal for professionals who work with customers to provide support, manage cases, and resolve issues.
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NEW QUESTION # 106
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators
(KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help
executive management understand service center costs? Choose 3 answers
Answer: B,C,D
NEW QUESTION # 107
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
Answer: B
NEW QUESTION # 108
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
Answer: B,C,D
NEW QUESTION # 109
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
Answer: A,D
Explanation:
Explanation
Salesforce Connect and External Objects are two features that can provide Service Console users with the ability to view and update product usage data that is stored in an external system. Salesforce Connect allows users to access data from external sources in real time without copying or syncing the data. External Objects are custom objects that map to data stored outside Salesforce. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.external_object_considerations.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.connect.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.external_object_define.htm&type=5
NEW QUESTION # 110
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
Answer: D
Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview
NEW QUESTION # 111
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