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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

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

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Salesforce Certified Service cloud consultant Sample Questions (Q279-Q284):

NEW QUESTION # 279
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

A. Enable the self-service portal to generate logins for the hospital staff by region.
B. Use cases to track the credit requests and route than to regional teams using assignment rules
C. Design a custom object to track credit requests and route them regionally using assignment rules
D. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Answer: B

NEW QUESTION # 280
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?

A. Create a private Chatter group with customers and invite key individuals to join the group.
B. Enable Chatter case feed and add product development team members to the case team.
C. Build a repository of Knowledge articles related to integration and share it with the customer.
D. Create a related child case and assign the child case to the product development team.

Answer: A

NEW QUESTION # 281
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A. Require agents to check a box on the case when submitting a new suggested article.
B. Create a dashboard that includes articles submitted by agents and approved for publication.
C. Measure and reward agents based on the number of new articles submitted for approval.
D. Measure and reward agents based on the number of new articles approved for publication.

Answer: B,C

NEW QUESTION # 282
Which metric influences customer satisfaction? Choose 2 answers

A. First call resolution
B. Call quality
C. Cost per call
D. After call work

Answer: A,B

NEW QUESTION # 283
Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

A. Enable Article deliveries
B. Assign Article types to the Community
C. Enable Public Solutions
D. Publish Articles to external channels
E. Configure Content Library permission

Answer: B,C,D

NEW QUESTION # 284
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