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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Certificate Validity Period: | 2 years |
| Exam Format: | Scenario-based questions, Multiple-select, Multiple-choice |
| Related Certifications: | Salesforce Certified Platform App Builder Salesforce Certified Administrator |
| Exam Duration: | 105 minutes |
| Available Languages: | Japanese, Portuguese (Brazil), German, English, Spanish, French |
| Passing Score: | 78% |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Exam Price: | USD 200 + applicable taxes |
| 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 exam is designed to test the knowledge and skills of professionals who work in the customer service industry and are looking to specialize in Salesforce's Service Cloud platform. Service-Cloud-Consultant exam is intended for individuals who have experience with Salesforce and are looking to obtain the Salesforce Certified Service Cloud Consultant certification. Service-Cloud-Consultant Exam covers a wide range of topics, including service cloud automation, customer management, and service analytics.
NEW QUESTION # 264
Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking.
What should the consultant keep in mind when working on this report type?
Answer: B
Explanation:
In a Case History report, Salesforce tracks field changes for any fields that have field history tracking enabled.
For each tracked field, the Old Value and New Value are recorded, providing an audit trail of how and when data changed. These two fields - Old Value and New Value - are available for viewing only and cannot be edited or updated.
This report helps service managers analyze how cases evolve over time and identify process bottlenecks or data integrity issues.
Option A is incorrect because "Data Type" is not a tracked field in history reports.
Option B is incorrect because the "User" field (who made the change) is editable in user management, not view-only within this report type.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
* Salesforce Help: "Case History Reports and Field History Tracking Behavior."
* Salesforce Trailhead: "Track Field History for Auditing and Reporting."
NEW QUESTION # 265
What process is a use case for Visual workflow? Choose 3 answers
Answer: A,B,D
NEW QUESTION # 266
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
Answer: C,D
NEW QUESTION # 267
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
Answer: C
NEW QUESTION # 268
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever
cases are created or updated by contact center agents. UC does NOT want to use any customized code to
accomplish this.
Which solution should a Consultant recommend?
Answer: D
NEW QUESTION # 269
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