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Salesforce Service-Cloud-Consultant Exam is a certification program designed for individuals who specialize in implementing and managing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for professionals who work as consultants or administrators, providing expertise in the design, implementation, and management of customer service solutions on the Salesforce platform.
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Salesforce Service-Cloud-Consultant certification is a valuable credential for professionals who want to advance their career in customer service and contact centers. Salesforce Certified Service cloud consultant certification not only validates a candidate's expertise in Salesforce Service Cloud but also demonstrates their commitment to ongoing learning and professional development. Salesforce Certified Service Cloud Consultants are in high demand as companies look for professionals with the skills and knowledge to help them optimize their customer service operations.
Salesforce Service-Cloud-Consultant Exam consists of 60 multiple-choice questions that must be answered within 105 minutes. Service-Cloud-Consultant exam covers a variety of topics, including Service Cloud features, design considerations, and best practices for implementing and managing Service Cloud solutions. To pass the exam, candidates must obtain a minimum score of 68%.
NEW QUESTION # 47
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
Answer: B
Explanation:
Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5
NEW QUESTION # 48
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
Answer: A
Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview
NEW QUESTION # 49
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
Answer: A
NEW QUESTION # 50
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
Answer: B
NEW QUESTION # 51
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: D
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 # 52
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