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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Section	Weight	Objectives
Case Management	13%	- End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs - Case deflection and self-service
Contact Center Analytics	10%	- Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement
Service Cloud Solution Design	15%	- Solution design based on requirements - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization
Industry Knowledge	12%	- Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics
Knowledge Management	12%	- Data categories and access control - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Knowledge base design and implementation
Integrations	10%	- CTI and telephony integration - Third-party system integration - Data exchange and synchronization
Implementation Strategies	12%	- Licensing and deployment considerations - Data migration, quality and governance - Consulting engagement lifecycle - Training and adoption planning
Intake and Interaction Channels	13%	- Designing intake channels - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels

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Salesforce Certified Service cloud consultant Sample Questions (Q185-Q190):

NEW QUESTION # 185
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A. The Customer doesn't know they were transferred
B. The chat transcripts and case are transferred
C. The Customer is shown the new Rep's name
D. Both Service Reps can chat with the customer

Answer: B,C

Explanation:
Explanation
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details.
This helps the new rep understand the customer's issue and provide a seamless service experience. Verified References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats

NEW QUESTION # 186
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Customize the My Teams Calls this week standard report.
B. Build a Summary report on Products and Activities.
C. Create a Custom Report type with activities as the primary object.
D. Set up a reporting snapshot of the case, contact and activity objects.

Answer: C

Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types

NEW QUESTION # 187
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Map articles with HTML sections to rich text area fields
B. Use the data loader to import unstructured articles
C. Create a separate .csv for each article type
D. Use change sets to import data categories

Answer: A,B

NEW QUESTION # 188
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A. Number of Portal Logins per Day
B. Knowledge Article Usage
C. Cases by Support Channels
D. Escalated Calls
E. Average Call Handle Time

Answer: A,B,C

NEW QUESTION # 189
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?

A. Finish all of the project requirements at once and deliver a complete solution.
B. Generate all of the requirements with UC executives and then develop the project schedule.
C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Answer: C

Explanation:
For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.

NEW QUESTION # 190
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