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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | CRT-251 |
| Real Exam Qty: | 60 multiple-choice / multiple-select |
| Certificate Validity Period: | 3 years (maintenance required via Trailhead) |
| Available Languages: | English, German, Brazilian Portuguese, French, Spanish, Japanese |
| Exam Duration: | 105 minutes |
| Exam Price: | $200 USD |
| Exam Format: | Multiple select, Proctored online, Multiple choice, Test center (onsite) |
| Related Certifications: | Salesforce Certified Administrator Field Service Consultant Sales Cloud Consultant Salesforce Certified Platform App Builder |
| Passing Score: | 65% |
| Recommended Training: | Salesforce Service Cloud Training Modules Service Cloud Consultant Trailmix |
| 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 practice questions are based on recently released Salesforce Service-Cloud-Consultant exam objectives. Includes a user-friendly interface allowing you to take the Salesforce Certified Service cloud consultant practice exam on your computers, like downloading the PDF, Web-Based Service-Cloud-Consultant Practice Test ExamcollectionPass, and Desktop Salesforce Service-Cloud-Consultant practice exam ExamcollectionPass.
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Salesforce Service-Cloud-Consultant (Salesforce Certified Service cloud consultant) Exam is a certification program designed for individuals who want to demonstrate their expertise in managing the Salesforce Service Cloud platform. The Service Cloud is a customer service platform that allows companies to interact with their customers through various channels, such as email, phone, social media, and live chat. The Service-Cloud-Consultant certification validates a professional’s skills and knowledge in configuring and managing the Service Cloud platform, ensuring a better customer experience.
NEW QUESTION # 259
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team's ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?
Answer: D
Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
The feature that enables agents to handle both time-sensitive and long-running work effectively is Interruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.
From the official Salesforce documentation:
"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."
-Omni-Channel for Administrators
By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.
NEW QUESTION # 260
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.
Answer: A
NEW QUESTION # 261
The Universal Containers' customer support organization has implemented Knowledge Centered Support
(KCS) in its call center. However, the call center management thinks that agents are not contributing new
knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
Answer: B,D
NEW QUESTION # 262
Which native Service Cloud solution is used for case satisfaction surveys?
Answer: A
NEW QUESTION # 263
Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?
Answer: C
NEW QUESTION # 264
......
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