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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Certified Service Cloud Consultant
Exam Number:CRT-251
Related Certifications:Sales Cloud Consultant
Field Service Consultant
Salesforce Certified Platform App Builder
Salesforce Certified Administrator
Certificate Validity Period:3 years (maintenance required via Trailhead)
Real Exam Qty:60 multiple-choice / multiple-select
Exam Price:$200 USD
Exam Duration:105 minutes
Exam Format:Test center (onsite), Proctored online, Multiple select, Multiple choice
Available Languages:German, Japanese, English, Spanish, Brazilian Portuguese, French
Passing Score:65%
Recommended Training:Service Cloud Consultant Trailmix
Salesforce Service Cloud Training Modules
Exam Registration:Kryterion Webassessor Exam Scheduling
Salesforce Certification Registration
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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Salesforce Service Cloud Consultant certification is an excellent way for professionals to demonstrate their expertise in implementing and designing solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam covers a wide range of topics, and passing it requires a deep understanding of the Salesforce Service Cloud application and its functionality. Obtaining this certification can provide numerous benefits, including increased job opportunities, access to a community of experts, and the opportunity to demonstrate one's skills and expertise.

Salesforce Certified Service cloud consultant Sample Questions (Q129-Q134):

NEW QUESTION # 129
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live
Agent footer component in the console.
Which configuration option should be verified?

Answer: C


NEW QUESTION # 130
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

Answer: A,C,E

Explanation:
Attachments and .html files in Classic Knowledge are moved to the Files object, Visualforce pages refer to Classic article types, and article numbers change during migration are statements that should be considered when migrating an existing knowledge base into Salesforce Lightning Knowledge. These statements reflect some of the changes and challenges that may occur during the migration process. For example:
* Attachments and .html files in Classic Knowledge are moved to the Files object because Lightning Knowledge does not support attachments on articles. Files can be related to articles using rich text fields or file fields.
* Visualforce pages refer to Classic article types because Lightning Knowledge does not support Visualforce pages on articles. Visualforce pages need to be replaced with Lightning components or other solutions.
* Article numbers change during migration because Lightning Knowledge uses a different numbering system than Classic Knowledge. Article numbers are prefixed with KA in Lightning Knowledge instead of KB in Classic Knowledge.
Verified References: Service Cloud Consultant Certification Guide & Tips, Migrate Your Salesforce Classic Knowledge Base to Lightning Knowledge


NEW QUESTION # 131
A Service Cloud consultant has recently implemented a public Knowledge base.

Answer: C

Explanation:
Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.
Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.
Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
* Salesforce Help: "Measure Knowledge Base Effectiveness Using Case Deflection Metrics."
* Salesforce Trailhead: "Reduce Case Volume Through Self-Service Knowledge."


NEW QUESTION # 132
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

Answer: A,C

Explanation:
Explanation
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview


NEW QUESTION # 133
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

Answer: A,B,E


NEW QUESTION # 134
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