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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | CRT-251 |
| Passing Score: | 65% |
| Certificate Validity Period: | 3 years (maintenance required via Trailhead) |
| Real Exam Qty: | 60 multiple-choice / multiple-select |
| Related Certifications: | Field Service Consultant Salesforce Certified Platform App Builder Salesforce Certified Administrator Sales Cloud Consultant |
| Exam Duration: | 105 minutes |
| Available Languages: | Spanish, Brazilian Portuguese, French, English, Japanese, German |
| Exam Price: | $200 USD |
| Exam Format: | Proctored online, Test center (onsite), Multiple choice, Multiple select |
| Recommended Training: | Salesforce Service Cloud Training Modules Service Cloud Consultant Trailmix |
| Exam Registration: | Salesforce Certification Registration Kryterion Webassessor Exam Scheduling |
| Sample Questions: | Salesforce Service-Cloud-Consultant Sample Questions |
| Exam Way: | Online proctored exam or authorized test center |
| Pre Condition: | Recommended: Salesforce Administrator certification and approximately 6+ months of hands-on Service Cloud experience |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
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Salesforce Service-Cloud-Consultant exam is a challenging but rewarding certification that can help professionals enhance their expertise in the Service Cloud platform. It is a globally recognized credential that demonstrates an individual's ability to design, implement, and manage complex service cloud solutions. If you are looking to enhance your career prospects in the IT industry, this certification is definitely worth considering.
Salesforce Certified Service Cloud consultant certification is designed to help professionals demonstrate their proficiency in the implementation and configuration of the Salesforce Service Cloud solution. Service-Cloud-Consultant Exam covers a wide range of topics such as designing and optimizing the service cloud solution, managing cases, implementing service cloud automation, and integrating service cloud with other solutions.
NEW QUESTION # 209
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
Answer: C
Explanation:
For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.
NEW QUESTION # 210
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
Answer: A
Explanation:
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.
NEW QUESTION # 211
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
Answer: A,D
Explanation:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
* Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
* Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.
NEW QUESTION # 212
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
Answer: B
NEW QUESTION # 213
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?
Answer: A
Explanation:
In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's business processes and requirements before deployment, facilitating a smooth transition and successful implementation.
NEW QUESTION # 214
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