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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | CRT-251 |
| Passing Score: | 65% |
| Related Certifications: | Salesforce Certified Platform App Builder Sales Cloud Consultant Field Service Consultant Salesforce Certified Administrator |
| Exam Price: | $200 USD |
| Exam Duration: | 105 minutes |
| Available Languages: | German, Spanish, English, Brazilian Portuguese, French, Japanese |
| Exam Format: | Proctored online, Test center (onsite), Multiple choice, Multiple select |
| Certificate Validity Period: | 3 years (maintenance required via Trailhead) |
| Real Exam Qty: | 60 multiple-choice / multiple-select |
| Recommended Training: | Service Cloud Consultant Trailmix Salesforce Service Cloud Training Modules |
| Exam Registration: | Kryterion Webassessor Exam Scheduling Salesforce Certification Registration |
| 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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NEW QUESTION # 81
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via Enhanced Channels such as SMS, Facebook Messenger, and WhatsApp. CK has created a Service Agent to meet this requirement.
What should the Service Cloud Consultant recommend as a next step to connect this AI agent to the Enhanced Channels?
Answer: B
Explanation:
To make the Agentforce Service Agent available for customer-facing conversations over Enhanced Messaging Channels (SMS, WhatsApp, Facebook Messenger, etc.), the next step is to create a new messaging channel and assign the AI agent to it. This allows the agent to engage directly with customers through these digital platforms while maintaining context and automation.
Option A (embedded service deployment) is used for web chat or web messaging, not Enhanced Messaging.
Option B (auto-launched flow) could define logic but cannot connect the AI to the channel.
Referenced Salesforce Materials:
* Salesforce Spring '24 Release Notes - Agentforce Service Agent: Channel Connection Enhancements.
* Service Cloud Consultant Exam Guide - Interaction Channels Domain.
* Salesforce Help: "Connect Agentforce Service Agent to Messaging Channels (WhatsApp, SMS, Facebook)."
NEW QUESTION # 82
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
Answer: C,D
NEW QUESTION # 83
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
Answer: B
Explanation:
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.
NEW QUESTION # 84
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
Answer: D
NEW QUESTION # 85
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
Answer: A,C
Explanation:
Explanation
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]
NEW QUESTION # 86
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