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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Industry Knowledge12%- Types of contact centers and their characteristics
- Business challenges, risks and outcomes
- Contact center metrics and KPIs
Integrations10%- Data exchange and synchronization
- Third-party system integration
- CTI and telephony integration
Implementation Strategies12%- Training and adoption planning
- Data migration, quality and governance
- Licensing and deployment considerations
- Consulting engagement lifecycle
Intake and Interaction Channels13%- Digital engagement and omni-channel
- Designing intake channels
- Configuration best practices
- Email, web, social, phone and messaging channels
Case Management13%- Automation: assignment rules, escalation, workflow
- End-to-end case lifecycle design
- Case deflection and self-service
- Entitlements, milestones and SLAs
Contact Center Analytics10%- Key metrics and KPIs tracking
- Report and dashboard design
- Data-driven improvement
Service Cloud Solution Design15%- Capabilities, limitations and trade-offs
- Solution design based on requirements
- Scalability and maintainability
- Security, compliance and performance optimization
Knowledge Management12%- Article lifecycle, versioning and visibility
- Data categories and access control
- Knowledge base design and implementation
- Case deflection and knowledge adoption

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Salesforce Certified Service cloud consultant Sample Questions (Q261-Q266):

NEW QUESTION # 261
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Answer: B


NEW QUESTION # 262
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

Answer: A,D,E


NEW QUESTION # 263
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

Answer: B


NEW QUESTION # 264
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?

Answer: B

Explanation:
To address the rising cost of providing contact center support, configuring a self-service Knowledge Base is an effective cost-saving measure for Universal Containers. A Knowledge Base allows customers to find answers to their questions and solve problems on their own without needing to contact support. This not only reduces the volume of incoming support requests but also enhances customer satisfaction by providing immediate access to information. Implementing a self-service portal powered by a comprehensive Knowledge Base can significantly decrease support costs while maintaining high service quality.


NEW QUESTION # 265
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)

Answer: A,C


NEW QUESTION # 266
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