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Salesforce Service-Cloud-Consultant Exam is designed for professionals who want to demonstrate their expertise in the Service Cloud domain. As a Salesforce Certified Service Cloud Consultant, you will be recognized for your ability to design and implement Service Cloud solutions that meet the unique needs of your customers. Salesforce Certified Service cloud consultant certification is ideal for individuals who work with customers and focus on delivering outstanding customer service experiences.

Salesforce Service-Cloud-Consultant Exam consists of 60 multiple-choice questions that must be answered within 105 minutes. Service-Cloud-Consultant exam covers a variety of topics, including Service Cloud features, design considerations, and best practices for implementing and managing Service Cloud solutions. To pass the exam, candidates must obtain a minimum score of 68%.

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Salesforce Service Cloud platform is a customer service and support application that helps businesses manage customer interactions across multiple channels such as email, phone, chat, and social media. The Salesforce Service Cloud platform offers a range of features and tools to help businesses streamline their customer service operations, increase customer satisfaction, and drive business growth. The Service-Cloud-Consultant Exam covers various topics related to the Service Cloud platform, including case management, knowledge management, customer and partner communities, and omni-channel routing.

Salesforce Certified Service cloud consultant Sample Questions (Q65-Q70):

NEW QUESTION # 65
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Live Agent
B. Open CTI
C. Salesforce Knowledge
D. Salesforce for Twitter

Answer: C

NEW QUESTION # 66
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A. Users must use Lightning Experience.
B. Publisher Actions used in the macros must be on the page layout.
C. The Run Macros Permission must be granted to users.
D. The Run Macros Action must be on the page layout.
E. The Macros widget or utility must be added to the console.

Answer: A,B,C

NEW QUESTION # 67
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

A. Execute a macro
B. Navigate a Screen Flow.
C. Leverage Einstein Case Wrap-Up.

Answer: A

Explanation:
To efficiently create multiple activities related to the new partner onboarding process, executing a macro is a cost-effective method. Macros automate repetitive tasks, allowing agents to quickly generate the required activities for each step of the onboarding process, saving time and reducing manual effort.

NEW QUESTION # 68
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

A. On-Demand Email-to-Case
B. Web-to-Case
C. Email-to-Case
D. Salesforce for Outlook

Answer: C

NEW QUESTION # 69
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use assignment rules to assign the case to a case queue
B. Use escalation rules to assign the case to a case queue
C. Useauto-response rules to send an email to the customer
D. Use workflow rules to send an email to the customer

Answer: D

NEW QUESTION # 70
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