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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Service Cloud Solution Design15%- Solution design based on requirements
- Scalability and maintainability
- Capabilities, limitations and trade-offs
- Security, compliance and performance optimization
Integrations10%- Data exchange and synchronization
- Third-party system integration
- CTI and telephony integration
Implementation Strategies12%- Data migration, quality and governance
- Licensing and deployment considerations
- Training and adoption planning
- Consulting engagement lifecycle
Intake and Interaction Channels13%- Designing intake channels
- Email, web, social, phone and messaging channels
- Configuration best practices
- Digital engagement and omni-channel
Knowledge Management12%- Case deflection and knowledge adoption
- Data categories and access control
- Article lifecycle, versioning and visibility
- Knowledge base design and implementation
Case Management13%- Entitlements, milestones and SLAs
- End-to-end case lifecycle design
- Automation: assignment rules, escalation, workflow
- Case deflection and self-service
Industry Knowledge12%- Types of contact centers and their characteristics
- Business challenges, risks and outcomes
- Contact center metrics and KPIs
Contact Center Analytics10%- Key metrics and KPIs tracking
- Data-driven improvement
- Report and dashboard design

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Salesforce Certified Service cloud consultant Sample Questions (Q156-Q161):

NEW QUESTION # 156
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

Answer: A


NEW QUESTION # 157
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to
ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports
these requirements?

Answer: B


NEW QUESTION # 158
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

Answer: A,C


NEW QUESTION # 159
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Answer: A


NEW QUESTION # 160
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?

Answer: C

Explanation:
Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's crucial to understand that Data Category Visibility will no longer control access to articles. Instead, standard Salesforce sharing rules and permissions will govern article access, making it important to carefully configure these settings to maintain the desired level of access control and visibility based on the organization's requirements.


NEW QUESTION # 161
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