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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Knowledge Management12%- Knowledge base design and implementation
- Data categories and access control
- Article lifecycle, versioning and visibility
- Case deflection and knowledge adoption
Topic 2: Service Cloud Solution Design15%- Capabilities, limitations and trade-offs
- Solution design based on requirements
- Security, compliance and performance optimization
- Scalability and maintainability
Topic 3: Integrations10%- Third-party system integration
- CTI and telephony integration
- Data exchange and synchronization
Topic 4: Intake and Interaction Channels13%- Designing intake channels
- Digital engagement and omni-channel
- Configuration best practices
- Email, web, social, phone and messaging channels
Topic 5: Contact Center Analytics10%- Report and dashboard design
- Data-driven improvement
- Key metrics and KPIs tracking
Topic 6: Case Management13%- Case deflection and self-service
- Automation: assignment rules, escalation, workflow
- End-to-end case lifecycle design
- Entitlements, milestones and SLAs
Topic 7: Industry Knowledge12%- Contact center metrics and KPIs
- Business challenges, risks and outcomes
- Types of contact centers and their characteristics
Topic 8: Implementation Strategies12%- Licensing and deployment considerations
- Consulting engagement lifecycle
- Data migration, quality and governance
- Training and adoption planning

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Salesforce Certified Service cloud consultant Sample Questions (Q197-Q202):

NEW QUESTION # 197
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

Answer: A,C


NEW QUESTION # 198
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

Answer: B,C,D


NEW QUESTION # 199
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


NEW QUESTION # 200
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases.
Lower-priority cases have different response times. The service center
uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

Answer: B

Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.


NEW QUESTION # 201
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

Answer: A,B,C


NEW QUESTION # 202
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