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Certification as a Salesforce Certified Service cloud consultant demonstrates a high level of expertise in Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification is highly valued by employers and can lead to career advancement opportunities. Certified professionals have access to a community of experts and resources to support ongoing learning and development.

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Salesforce Service Cloud Consultant certification is a highly sought-after credential that validates an individual's expertise in implementing and designing solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is ideal for professionals who work in sales, customer service, or support roles and want to demonstrate their proficiency in the Salesforce Service Cloud.

Salesforce Certified Service cloud consultant Sample Questions (Q46-Q51):

NEW QUESTION # 46
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Incident Management
B. Workforce Engagement
C. Field Service
D. Visual Remote Assistant

Answer: C

Explanation:
Explanation
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified References: 1: Field Service Overview

NEW QUESTION # 47
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A. Create a report using the Case Lifecyle report type
B. Create a report using the Case snapshot report type
C. Create a report using the Case age report type
D. Create a report using the Case historical trending report type

Answer: B

Explanation:
Explanation
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports

NEW QUESTION # 48
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

A. # of articles per agent
B. Most popular articles
C. Total cases created
D. # of cases via email

Answer: B,C

NEW QUESTION # 49
Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?

A. Create a service cloud console to support all channel groupings.
B. Create a unique case page layout for each channel grouping.
C. Create an agent role for each channel grouping.
D. Create an agent profile for each channel grouping.

Answer: B

NEW QUESTION # 50
A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?

A. Public Groups
B. Escalation Rules
C. Chatter Groups
D. Mass Email

Answer: C

NEW QUESTION # 51
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