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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Certified Service Cloud Consultant
Exam Number:	Service-Cloud-Consultant
Available Languages:	English
Passing Score:	67%
Exam Format:	Multiple-choice, Multiple-select
Real Exam Qty:	65
Exam Price:	USD 200
Exam Duration:	105 minutes
Related Certifications:	Salesforce Certified Administrator
Sample Questions:	Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:	Online (proctored) or Onsite (at a testing center)
Pre Condition:	Salesforce Certified Administrator credential is required
Official Syllabus URL:	https://trailhead.salesforce.com/en/credentials/servicecloudconsultant

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Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant exam is designed for professionals who want to validate their knowledge and skills in implementing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification exam is focused on assessing the candidate’s understanding of Service Cloud functionality, designing and implementing Service Cloud solutions, and managing ongoing Service Cloud operations.

Salesforce Certified Service cloud consultant Sample Questions (Q286-Q291):

NEW QUESTION # 286
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

A. Quick Action
B. Macros
C. Outbound Sales Dialer
D. History Utility

Answer: C,D

NEW QUESTION # 287
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

A. Predefine case teams and use assignment rules.
B. Configure Web-to-Case and use assignment rules,
C. Create queues with support agents and use assignment rules.

Answer: C

Explanation:
To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.

NEW QUESTION # 288
Customer support agents want the ability to view customer related information along with case information on
all cases except product related cases. For product related cases, the agents want to view product information
alongside case information.
How should the console be configured to satisfy this requirement?

A. Configure both customer information and product related information under console components in the
case page layout. Hide the product related information if the cases are NOT product related.
B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to
choose the console based on case type.
C. Train users to scroll through the case page layout to look for product related information or customer-
related information based on case type
D. Create separate record types and page layouts for product - related and other cases and configure
console components to show customer - or product related information. Assign record type based on
case type

Answer: D

NEW QUESTION # 289
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

A. Create a page layout for each record type; assign layouts to service agents.
B. Create a data category for each product; assign data categories to service agents.
C. Create an article action for each record type; assign record types to service agents.
D. Create a permission set for each record type; assign permissions to service agents.

Answer: B

Explanation:
Creating a data category for each product and assigning data categories to service agents is the recommended approach to ensure that Knowledge searches only display articles for a service agent's product specialization.
Data categories are a way of classifying articles based on topics or criteria that make sense for your business.
Data categories can be used to control the visibility and searchability of articles for different users and communities. By creating a data category for each product, you can group articles by product line and make it easier for agents and customers to find relevant information. By assigning data categories to service agents, you can restrict their access and search results to only the articles that match their product specialization.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview

NEW QUESTION # 290
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Build a customer visual force page with the list view and assign it to the console sidebar.

Answer: B

NEW QUESTION # 291
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