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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Passing Score: | 78% |
| Exam Format: | Multiple-choice, Scenario-based questions, Multiple-select |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform App Builder |
| Exam Duration: | 105 minutes |
| Available Languages: | Japanese, Spanish, Portuguese (Brazil), French, English, German |
| Exam Price: | USD 200 + applicable taxes |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Certificate Validity Period: | 2 years |
| 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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Salesforce Service-Cloud-Consultant is a certification exam that validates the skills and knowledge of a Salesforce Certified Service Cloud Consultant. Service-Cloud-Consultant exam is designed to test the candidate's ability to design and implement customer service solutions that are scalable, efficient, and effective. The Service Cloud Consultant certification is intended for professionals who have experience in implementing Service Cloud solutions in a customer-facing role.
NEW QUESTION # 201
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
Answer: A
Explanation:
To improve agent efficiency in finding and using articles, configuring the Lightning Knowledge component and related list actions is advisable. This setup allows agents to easily search for, preview, and insert links to relevant Knowledge articles directly into their responses without leaving their workspace. This streamlined approach reduces the time spent on manual copying and pasting, enhancing productivity and ensuring consistent use of approved content.
NEW QUESTION # 202
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
Answer: A,D
Explanation:
Explanation
These are two recommendations that can help decrease customer wait times when they call in for support.
Setting up a Salesforce Customer Community that will allow customers to create cases online will provide an alternative channel for customers to get support without calling an agent. This can reduce the call volume and increase customer satisfaction. Creating reports to analyze call data in order to understand peak times and ensure adequate staffing will help optimize the resource allocation and service level of the support team. This can reduce the wait time and improve customer experience. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_self_service.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_create.htm&type=5
NEW QUESTION # 203
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
Answer: C,D
NEW QUESTION # 204
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
Answer: B,C
Explanation:
Explanation
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
Adding a formula block to the macro is a solution that involves using formulas to calculate values or perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros
NEW QUESTION # 205
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
Answer: B
NEW QUESTION # 206
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