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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | CRT-251 |
| Exam Price: | $200 USD |
| Certificate Validity Period: | 3 years (maintenance required via Trailhead) |
| Exam Format: | Multiple select, Test center (onsite), Multiple choice, Proctored online |
| Available Languages: | Brazilian Portuguese, French, Spanish, Japanese, English, German |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform App Builder Field Service Consultant Sales Cloud Consultant |
| Exam Duration: | 105 minutes |
| Real Exam Qty: | 60 multiple-choice / multiple-select |
| Passing Score: | 65% |
| Recommended Training: | Service Cloud Consultant Trailmix Salesforce Service Cloud Training Modules |
| Exam Registration: | Salesforce Certification Registration Kryterion Webassessor Exam Scheduling |
| Sample Questions: | Salesforce Service-Cloud-Consultant Sample Questions |
| Exam Way: | Online proctored exam or authorized test center |
| Pre Condition: | Recommended: Salesforce Administrator certification and approximately 6+ months of hands-on Service Cloud experience |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
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To become a Salesforce Certified Service Cloud Consultant, the candidate must pass the Service-Cloud-Consultant Exam. Service-Cloud-Consultant exam covers topics such as Service Cloud functionality, designing customer service solutions, managing service level agreements, and optimizing customer service processes. Salesforce Certified Service cloud consultant certification is intended for professionals who work in roles such as service managers, customer service representatives, and customer support agents.
NEW QUESTION # 10
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
Answer: C,D
NEW QUESTION # 11
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
Answer: B
Explanation:
Explanation
Embedded Chat Service is the feature that a consultant should recommend to meet the requirement of letting customers interact real-time with support agents from their computers and mobile devices. Embedded Chat Service is a feature that allows you to add a chat widget to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on the chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: [Service Cloud Consultant Certification Guide & Tips], Embedded Chat Service Overview
NEW QUESTION # 12
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
Answer: B
Explanation:
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
NEW QUESTION # 13
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
Answer: A,C
NEW QUESTION # 14
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
Answer: A,C
NEW QUESTION # 15
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