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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Cloud-Consultant |
| Real Exam Qty: | 65 |
| Exam Duration: | 105 minutes |
| Related Certifications: | Salesforce Certified Administrator |
| Exam Format: | Multiple-choice, Multiple-select |
| Exam Price: | USD 200 |
| Passing Score: | 67% |
| Available Languages: | English |
| 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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Being a Salesforce Certified Service cloud consultant can open up various career opportunities for professionals, including higher salaries, better job prospects, and career advancement. Salesforce Certified Service cloud consultant certification demonstrates a candidate's ability to design and implement complex Service Cloud solutions that help organizations provide exceptional customer service experiences. With the increasing demand for Service Cloud solutions, getting certified in Salesforce Service-Cloud-Consultant can be a game-changer for your career.
NEW QUESTION # 167
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?
Answer: D
Explanation:
Skills-Based Routing is a feature that can enable service agents based in North America and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5
NEW QUESTION # 168
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
Answer: A,C
NEW QUESTION # 169
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
Answer: B
Explanation:
Path for Cases is a feature that can allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting. Path for Cases is a feature that allows administrators to define the key stages and steps for resolving cases in Salesforce. Path for Cases can help agents track the progress of each case and see the guidance and tips for each stage. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.path_setup_cases.htm&type=5
NEW QUESTION # 170
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
Answer: A
NEW QUESTION # 171
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
Answer: A
Explanation:
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview
NEW QUESTION # 172
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