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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Certificate Validity Period: | 2 years |
| Available Languages: | English, German, Portuguese (Brazil), Spanish, French, Japanese |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform App Builder |
| Exam Duration: | 105 minutes |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Exam Format: | Multiple-select, Scenario-based questions, Multiple-choice |
| Exam Price: | USD 200 + applicable taxes |
| Passing Score: | 78% |
| 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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To be eligible for the Salesforce Service-Cloud-Consultant exam, you need to have a minimum of six months of experience in implementing and configuring Salesforce Service Cloud. You should also have a good understanding of customer service processes and practices. It is recommended that you have completed the Salesforce Administrator certification before attempting the Service-Cloud-Consultant Exam.
NEW QUESTION # 92
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
Answer: C,D
NEW QUESTION # 93
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
Answer: D
NEW QUESTION # 94
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?
Answer: B
Explanation:
To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access.
NEW QUESTION # 95
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?
Answer: A
Explanation:
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.
NEW QUESTION # 96
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
Answer: A,D
NEW QUESTION # 97
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