Service-Cloud-Consultant Valid Test Answers, Latest Service-Cloud-Consultant Material

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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Certified Service Cloud Consultant Exam
Exam Number:	Service-Cloud-Consultant
Related Certifications:	Salesforce Certified Platform App Builder Salesforce Certified Administrator
Certificate Validity Period:	2 years
Exam Duration:	105 minutes
Passing Score:	78%
Exam Price:	USD 200 + applicable taxes
Exam Format:	Scenario-based questions, Multiple-choice, Multiple-select
Available Languages:	German, Spanish, Portuguese (Brazil), French, English, Japanese
Real Exam Qty:	60 scored + up to 5 unscored
Recommended Training:	Trailhead: Prepare for Your Service Cloud Consultant Credential
Exam Registration:	Salesforce Certification Registration
Sample Questions:	Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:	Online proctored or onsite at authorized testing centers
Pre Condition:	Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions
Official Syllabus URL:	https://trailhead.salesforce.com/credentials/servicecloudconsultant

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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.

Salesforce Certified Service cloud consultant Sample Questions (Q93-Q98):

NEW QUESTION # 93
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A. Create the necessary objects in Salesforce.
B. Create a Salesforce Case to have Omni-Channel enabled.
C. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
D. Customize service channel settings to define how the organization receives work from various

Answer: C

NEW QUESTION # 94
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A. Chat Queue-based routing
B. Omni-channel Queue-based routing
C. Case Skills-based Assignment Rules
D. Omni-channel Skills-based routing

Answer: B

NEW QUESTION # 95
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

A. Set up an intuitive Data Category hierarchy
B. Enable and configure wildcards for article searches
C. Restrict the Manage Articles user permission
D. Require that an article be added when closing a case

Answer: A,C

NEW QUESTION # 96
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A. Add multiple ELSE IF blocks after the IF block
B. Create a formula to build the macro logic around
C. Add a formula block to the macro
D. Add conditional logic to the instructions

Answer: B,C

NEW QUESTION # 97
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to specify unique service levels for each customer
B. Ability to prompt callers for the service contract number within IVR menus
C. Ability to determine if a customer has escalated a case in the past
D. Ability to enforce service levels with the time-dependent processes

Answer: A,B

NEW QUESTION # 98
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