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Salesforce Service-Cloud-Consultant Exam is designed for professionals who specialize in Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is ideal for professionals who are responsible for designing, configuring, and implementing solutions that support customer service and support processes. Service-Cloud-Consultant exam tests the candidate's knowledge of Salesforce Service Cloud features and functionality, including case management, service level agreements, entitlements, and knowledge management. Salesforce Certified Service cloud consultant certification requires candidates to have a deep understanding of the Salesforce platform and its capabilities as they relate to customer service and support.

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Earning the Salesforce Service-Cloud-Consultant Certification demonstrates the candidate's expertise in designing and implementing service solutions using Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is recognized globally and provides a competitive edge in the job market. Employers seek individuals who possess the skills and knowledge required to provide exceptional customer service and support, and this certification validates that the candidate has the ability to do so using Salesforce Service Cloud.

Salesforce Certified Service cloud consultant Sample Questions (Q186-Q191):

NEW QUESTION # 186
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?

A. Define Data Categories with Custom Visibility.
B. Define a Custom Field to identify the Subject.
C. Define Topics for each Knowledge article.
D. Define Article Types with Public Sharing Settings.

Answer: C

NEW QUESTION # 187
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. Dashboard viewer
B. Team leaders
C. VP of service

Answer: A

Explanation:
To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.

NEW QUESTION # 188
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A. Private branch exchange
B. Skills -based routing
C. Interactive voice response
D. Workforce management

Answer: B

NEW QUESTION # 189
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

A. Number of IVR inquiries without agent involvement.
B. Number of cases closed by a self-service user
C. Number of cases created - - Site by month
D. Average call handle time by team.

Answer: B,C

NEW QUESTION # 190
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

A. Customer view of case tab
B. Custom report
C. Custom Visual force page
D. Custom related list

Answer: C

NEW QUESTION # 191
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