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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
Exam Duration:105 minutes
Available Languages:English
Passing Score:67%
Real Exam Qty:65
Exam Format:Multiple-select, Multiple-choice
Related Certifications:Salesforce Certified Administrator
Exam Price:USD 200
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 Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

Salesforce Certified Service cloud consultant Sample Questions (Q217-Q222):

NEW QUESTION # 217
A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?

Answer: B


NEW QUESTION # 218
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

Answer: A

Explanation:
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.


NEW QUESTION # 219
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

Answer: B

Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


NEW QUESTION # 220
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

Answer: B

Explanation:
To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.


NEW QUESTION # 221
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

Answer: B

Explanation:
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5


NEW QUESTION # 222
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