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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Certified Service Cloud Consultant Exam
Exam Number:	Service-Cloud-Consultant
Real Exam Qty:	60 scored + up to 5 unscored
Related Certifications:	Salesforce Certified Platform App Builder Salesforce Certified Administrator
Certificate Validity Period:	2 years
Passing Score:	78%
Exam Duration:	105 minutes
Available Languages:	Spanish, Portuguese (Brazil), French, English, Japanese, German
Exam Format:	Multiple-choice, Scenario-based questions, Multiple-select
Exam Price:	USD 200 + applicable taxes
Recommended Training:	Trailhead: Prepare for Your Service Cloud Consultant Credential
Exam Registration:	Salesforce Certification Registration
Sample Questions:	Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:	Online proctored or onsite at authorized testing centers
Pre Condition:	Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions
Official Syllabus URL:	https://trailhead.salesforce.com/credentials/servicecloudconsultant

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Service-Cloud-Consultant Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant Exam Dumps will include the following topics:

Knowledge Channels 9%
Industry Knowledge 22%
Case Management 11%
Contact Center Analytics 5%

Salesforce Certified Service cloud consultant Sample Questions (Q268-Q273):

NEW QUESTION # 268
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

A. Approval process
B. Reports and dashboards
C. Flow with notifications

Answer: A

Explanation:
To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

NEW QUESTION # 269
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

A. Configure Service Contracts.
B. Create an Entitlement Process.
C. Set up Milestones.
D. Enable Work Orders.

Answer: B,C

NEW QUESTION # 270
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of solutions created by agent
B. Number of articles created by agent
C. Number of articles attached to a case
D. Number of cases escalated by agent

Answer: B,C

NEW QUESTION # 271
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

A. Create three article types for each product area (Personal Banking, Mortgage, CD).
B. Create two data categories to display information (Question/Answer, Product Info).
C. Create two article types to display information (Question/Answer, Product Info).
D. Create three data categories for each product area (Personal Banking, Mortgage, CD).

Answer: C,D

NEW QUESTION # 272
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?

A. Workflow rules
B. Auto-response rules
C. Validation rules
D. Assignment rules

Answer: A

NEW QUESTION # 273
......

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