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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Integrations	10%	- CTI and telephony integration - Data exchange and synchronization - Third-party system integration
Topic 2: Intake and Interaction Channels	13%	- Designing intake channels - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels
Topic 3: Service Cloud Solution Design	15%	- Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization - Solution design based on requirements
Topic 4: Knowledge Management	12%	- Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption
Topic 5: Implementation Strategies	12%	- Licensing and deployment considerations - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle
Topic 6: Industry Knowledge	12%	- Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics
Topic 7: Contact Center Analytics	10%	- Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design
Topic 8: Case Management	13%	- End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Case deflection and self-service - Entitlements, milestones and SLAs

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Salesforce Certified Service cloud consultant Sample Questions (Q78-Q83):

NEW QUESTION # 78
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

A. Use email to case for the client to submit the relevant information to the specialist.
B. Post a web to case form on the site and assign the case to the specialist for completion.
C. Create a screen-based flow accessible from the Experience site and internaly.
D. Add a custom Lightning component to the site and the Case Lightning record page.

Answer: D

NEW QUESTION # 79
What statement is true about the Salesforce Knowledge article lifecycle?

A. Articles CANNOT be published until they are reviewed and validated by a qualified author
B. Approval process CANNOT allow publishing of articles that have specific validation statuses
C. Knowledge uses public groups as a way to assign users to specific tasks related to articles
D. Article permission sets allow agents to participate in the article publishing process

Answer: D

NEW QUESTION # 80
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
first-call resolution.
B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
resolution.
D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call
resolution.

Answer: B

NEW QUESTION # 81
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A. Prepare, Plan, Test, Validate, Execute
B. Plan, Prepare, Test, Execute, Validate
C. Plan, Prepare, Execute, Test, Validate

Answer: B

Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.

NEW QUESTION # 82
Universal Containers has a single contact center that handles all service requests including chat, Cases, and
web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in
the order they are received.
How would a Consultant address this requirement?

A. Configure Case Assignment Rules
B. Configure Live Agent Skills-based Routing
C. Configure Omni-Channel with Least Active Routing
D. Configure Omni-Channel with Most Available Routing

Answer: D

NEW QUESTION # 83
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