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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
Passing Score:	67%
Related Certifications:	Salesforce Certified Administrator
Available Languages:	English
Real Exam Qty:	65
Exam Price:	USD 200
Exam Format:	Multiple-select, Multiple-choice
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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Service-Cloud-Consultant Cert Exam - Service-Cloud-Consultant Test Quiz

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Salesforce Certified Service Cloud Consultant exam covers a wide range of topics, including case management, contact center management, integration, automation, and reporting. Service-Cloud-Consultant exam consists of 60 multiple-choice questions and you have 105 minutes to complete it. To pass the exam, you need to score at least 68%.

Salesforce Service-Cloud-Consultant certification exam is designed for professionals who have expertise in the Salesforce service cloud platform. Salesforce Certified Service cloud consultant certification validates the skills and knowledge required to design and implement Salesforce service cloud solutions that meet customer requirements. Service-Cloud-Consultant Exam consists of 60 multiple-choice questions and costs $200 for registration.

Salesforce Certified Service cloud consultant Sample Questions (Q100-Q105):

NEW QUESTION # 100
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Service reps need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

A. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications.
B. Use Account Teams to collaborate on cases and use Salesforce Flow for notifications.
C. Use Case Teams to collaborate on cases and use Escalation Rules for notifications.

Answer: A

Explanation:
The Service Cloud Consultant Study Guide - Service Cloud Solution Design domain recommends using Case Teams to facilitate collaboration on cases among different departments. Case Teams allow multiple users or roles to work together on a single case, improving visibility and coordination between service and product development teams.
To meet the requirement of alerting the product development team on high-priority cases, the best practice is to use Salesforce Flow (or Process Automation tools) to automatically send notifications, create tasks, or post updates to collaboration tools such as Slack or Chatter when criteria are met (for example,
"Priority = High" and "Product = X").
Escalation Rules are designed for time-based escalation to higher support tiers, not for notifying specific departments. Account Teams facilitate collaboration at the account level, not on specific cases, making them unsuitable for case-specific alerts.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain (collaboration and automation design considerations).
* Salesforce Help: "Set Up Case Teams" (enables collaboration among different users on cases).
* Salesforce Help: "Build Automated Notifications with Flow" (describes how to notify users when case conditions are met).

NEW QUESTION # 101
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
B. Deliver the entire project simultaneously so as to present UC with a completed solution.
C. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Answer: A

NEW QUESTION # 102
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

A. Number of cases escalated by agent
B. Number of articles created by agent
C. Number of articles attached to a case
D. Number of solutions created by agent

Answer: B,C

NEW QUESTION # 103
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A. Case Assignment Rules
B. Case Auto -Response Rules
C. Visual Workflow
D. Omni -Channel

Answer: D

NEW QUESTION # 104
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?

A. Experience Cloud site
B. Trailhead
C. Einstein Next Best Action

Answer: B

Explanation:
For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization's processes.

NEW QUESTION # 105
......

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