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Salesforce Service-Cloud-Consultant (Salesforce Certified Service cloud consultant) Exam is a certification program designed for individuals who want to demonstrate their expertise in managing the Salesforce Service Cloud platform. The Service Cloud is a customer service platform that allows companies to interact with their customers through various channels, such as email, phone, social media, and live chat. The Service-Cloud-Consultant certification validates a professional’s skills and knowledge in configuring and managing the Service Cloud platform, ensuring a better customer experience.
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Salesforce Service-Cloud-Consultant Certification Exam consists of 60 multiple-choice questions and is timed at 105 minutes. The passing score for the exam is 65%, and the exam fee is $200. Candidates who successfully pass the exam earn the Salesforce Certified Service Cloud Consultant credential, which demonstrates their proficiency in Salesforce Service Cloud and their ability to design and implement solutions that meet business requirements.
NEW QUESTION # 210
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
Answer: C
NEW QUESTION # 211
Field engineers often need to access current inventory levels of products the customer has purchased while at
customer sites.
Which solution should a Consultant recommend to meet this requirement?
Answer: C
NEW QUESTION # 212
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?
Answer: A
NEW QUESTION # 213
Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.
Answer: C
Explanation:
The Most Available routing model in Omni-Channel ensures that the next available agent with the least workload (based on capacity) automatically receives the next case, maintaining an even distribution of work.
It can also use skills-based routing to match cases to qualified agents.
Option A (Least Active) prioritizes agents with fewer open tasks but doesn't ensure capacity-based fairness.
Option B (Manual Push) requires supervisors to manually assign cases, which is inefficient.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Interaction Channels Domain.
* Salesforce Help: "Configure Routing Models in Omni-Channel."
* Salesforce Winter '23 Release Notes - Skills-Based and Capacity-Based Routing Enhancements.
NEW QUESTION # 214
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
Answer: A,C
NEW QUESTION # 215
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