Service-Cloud-Consultant Certificate Exam - Interactive Service-Cloud-Consultant Questions

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionObjectives
Knowledge Management- Knowledge search and content delivery
- Salesforce Knowledge setup and article lifecycle
Service Cloud Solution Design- Customer service processes and use case design
- Service Cloud feature selection and architecture
Case Management and Service Console- Service Console configuration and productivity tools
- Case lifecycle and routing strategies
Omni-Channel and Digital Engagement- Chat, messaging, and digital support channels
- Omni-Channel routing configuration
Service Cloud Implementation- Email-to-Case and Web-to-Case setup
- CTI (Computer Telephony Integration) concepts
Integration and Data Management- Integration with external service systems
- Data model considerations for Service Cloud
Service Cloud Analytics and Reporting- Key service KPIs and metrics
- Reports and dashboards for service performance
Automation and Process- Entitlements, milestones, and SLAs
- Flow and workflow automation for service processes

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Interactive Salesforce Service-Cloud-Consultant Questions - Actual Service-Cloud-Consultant Test Answers

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Salesforce Certified Service cloud consultant Sample Questions (Q116-Q121):

NEW QUESTION # 116
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

Answer: B


NEW QUESTION # 117
Universal Containers wants to provide its five million customers a solution where customers can submit
inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

Answer: D


NEW QUESTION # 118
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After
researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still
owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Answer: A,B


NEW QUESTION # 119
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

Answer: C


NEW QUESTION # 120
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

Answer: A

Explanation:
Explanation
Social Post record is where the conversations with customers on Facebook and Twitter are tracked in Salesforce. Social Post is a standard object that represents a post or comment on a social network, such as Facebook or Twitter. Social Post records can be linked to other records, such as cases, contacts, or leads, and can be viewed and managed in the Service Console. Verified References: : Social Post Object


NEW QUESTION # 121
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