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

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Salesforce Certified Service cloud consultant Sample Questions (Q155-Q160):

NEW QUESTION # 155
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can
request future credit by providing kit usage information by patient. The regional processing teams review these
requests and award coupons for approved cases. What should a consultant recommend to manage this process
using Service Cloud?

Answer: D


NEW QUESTION # 156
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Answer: A,C


NEW QUESTION # 157
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

Answer: C,D


NEW QUESTION # 158
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

Answer: D

Explanation:
Explanation
Verifying that users are assigned the Chat feature license is the configuration option that should be verified if agents cannot see the Chat footer component in the Service Console. A Chat feature license is a type of license that enables users to access Chat functionality, such as initiating, receiving, transferring, or ending chat sessions, sending quick texts or files, or viewing chat reports. Users must have a Chat feature license assigned to their user record in order to use Chat in the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Assign Chat Licenses


NEW QUESTION # 159
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new
method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents
under 25 MB by the customer.
Which method should the Consultant suggest?

Answer: A


NEW QUESTION # 160
......

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