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Salesforce Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work with the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification validates the expertise of individuals in designing and implementing solutions that help businesses deliver exceptional customer service experiences. Service-Cloud-Consultant exam is intended for consultants, administrators, developers, and architects who have experience in implementing Service Cloud solutions.

The Service-Cloud-Consultant Exam is a multiple-choice exam that consists of 60 questions. Candidates have 105 minutes to complete the exam, and they must score at least 67% to pass. Service-Cloud-Consultant exam is administered by Salesforce and can be taken at any of their authorized testing centers or online.

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Salesforce Service-Cloud-Consultant certification exam tests candidates on their knowledge of Salesforce Service Cloud features, design, and implementation. Service-Cloud-Consultant exam is designed to evaluate the candidate's ability to configure and customize Service Cloud applications, manage data, and understand the various features of Service Cloud. Service-Cloud-Consultant Exam also covers topics related to customer support, case management, service level agreements, and reporting.

Salesforce Certified Service cloud consultant Sample Questions (Q158-Q163):

NEW QUESTION # 158
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call
B. Number of cases escalated
C. Average Number of days to close cases
D. Number of new customers added
E. Number of open cases per day

Answer: B,C,E

NEW QUESTION # 159
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'

A. Use Einstein Next Best Action.
B. Configure Path for Cases.
C. Improve Validation Ru!e messages.
D. Implement record types and pege layouts.

Answer: D

NEW QUESTION # 160
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A. Representing metrics such as first-response and resolution time on cases
B. Monitoring the case escalation rule queue to confirm service levels are met
C. Identifying the customer contact associated with a particular stage of a service contract
D. Displaying whether a case response complies with a customer's service level agreement

Answer: A,D

NEW QUESTION # 161
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

A. Add additional agents to lower average hold time.
B. Simplify the interactive voice response (IVR) tree.
C. Use Assignment rules and case queues.
D. Set up Email-to-Case.

Answer: A,B

Explanation:
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line. Verified References: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]

NEW QUESTION # 162
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
B. Set up a Salesforce Customer Community that will allow customers to create cases online.
C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
D. Set up analytical snapshots to capture key case information and create historical trending reports.

Answer: B,C

NEW QUESTION # 163
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