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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Industry Knowledge12%- Types of contact centers and their characteristics
- Business challenges, risks and outcomes
- Contact center metrics and KPIs
Contact Center Analytics10%- Key metrics and KPIs tracking
- Report and dashboard design
- Data-driven improvement
Integrations10%- CTI and telephony integration
- Third-party system integration
- Data exchange and synchronization
Service Cloud Solution Design15%- Security, compliance and performance optimization
- Solution design based on requirements
- Scalability and maintainability
- Capabilities, limitations and trade-offs
Case Management13%- Automation: assignment rules, escalation, workflow
- Case deflection and self-service
- Entitlements, milestones and SLAs
- End-to-end case lifecycle design
Knowledge Management12%- Article lifecycle, versioning and visibility
- Knowledge base design and implementation
- Data categories and access control
- Case deflection and knowledge adoption
Implementation Strategies12%- Consulting engagement lifecycle
- Training and adoption planning
- Data migration, quality and governance
- Licensing and deployment considerations
Intake and Interaction Channels13%- Configuration best practices
- Digital engagement and omni-channel
- Email, web, social, phone and messaging channels
- Designing intake channels

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Salesforce Certified Service cloud consultant Sample Questions (Q98-Q103):

NEW QUESTION # 98
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

Answer: B

Explanation:
To help agents locate relevant information more quickly and address the increase in case resolution times, recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries.


NEW QUESTION # 99
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?

Answer: A,D


NEW QUESTION # 100
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

Answer: A


NEW QUESTION # 101
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

Answer: C


NEW QUESTION # 102
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

Answer: A,D


NEW QUESTION # 103
......

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