Salesforce First-grade Service-Cloud-Consultant - Salesforce Certified Service cloud consultant Pdf Dumps

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Implementation Strategies12%- Consulting engagement lifecycle
- Licensing and deployment considerations
- Data migration, quality and governance
- Training and adoption planning
Knowledge Management12%- Case deflection and knowledge adoption
- Article lifecycle, versioning and visibility
- Data categories and access control
- Knowledge base design and implementation
Case Management13%- Automation: assignment rules, escalation, workflow
- End-to-end case lifecycle design
- Case deflection and self-service
- Entitlements, milestones and SLAs
Industry Knowledge12%- Contact center metrics and KPIs
- Types of contact centers and their characteristics
- Business challenges, risks and outcomes
Integrations10%- Data exchange and synchronization
- CTI and telephony integration
- Third-party system integration
Intake and Interaction Channels13%- Email, web, social, phone and messaging channels
- Digital engagement and omni-channel
- Designing intake channels
- Configuration best practices
Contact Center Analytics10%- Key metrics and KPIs tracking
- Data-driven improvement
- Report and dashboard design
Service Cloud Solution Design15%- Capabilities, limitations and trade-offs
- Solution design based on requirements
- Security, compliance and performance optimization
- Scalability and maintainability

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Salesforce Certified Service cloud consultant Sample Questions (Q236-Q241):

NEW QUESTION # 236
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Answer: C


NEW QUESTION # 237
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

Answer: A,D

Explanation:
Explanation
These are two actions that can address the lack of quality checking in the Knowledge One widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an action that can help organize and filter knowledge articles by topic or type. Data Categories can help agents find relevant articles based on their search criteria or case information. Enabling and configuring wildcards for article searches is an action that can help improve the accuracy and flexibility of article searches. Wildcards are symbols that can be used to replace one or more characters in a search term, such as * or ?. Wildcards can help agents find articles that match partial or variant words. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_search_wildcards.htm&type=5


NEW QUESTION # 238
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

Answer: B,C


NEW QUESTION # 239
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

Answer: B


NEW QUESTION # 240
Milestones can be added to which three object types?
Choose 3 Answers

Answer: A,C,D


NEW QUESTION # 241
......

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