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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Passing Score: | 78% |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Exam Duration: | 105 minutes |
| Exam Price: | USD 200 + applicable taxes |
| Related Certifications: | Salesforce Certified Platform App Builder Salesforce Certified Administrator |
| Certificate Validity Period: | 2 years |
| Available Languages: | English, Japanese, French, German, Portuguese (Brazil), Spanish |
| Exam Format: | Multiple-select, Scenario-based questions, Multiple-choice |
| 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 consists of 60 multiple-choice questions, and candidates are given 105 minutes to complete the exam. Service-Cloud-Consultant exam tests the candidate's knowledge and expertise in various areas, including Service Cloud data model, Service Console, Omni-Channel, Service Cloud automation, and reporting and analytics. It also evaluates the candidate's ability to design and implement Service Cloud solutions that meet the business requirements of their clients.
NEW QUESTION # 21
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
Answer: D
NEW QUESTION # 22
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
Answer: B
NEW QUESTION # 23
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
Answer: D
NEW QUESTION # 24
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
Answer: D
Explanation:
Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 25
Milestones can be added to which two Object types?
Choose 2 answers
Answer: C,D
Explanation:
Explanation
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
NEW QUESTION # 26
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