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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Con-201 |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Platform Administrator |
| Passing Score: | 78% |
| Available Languages: | Japanese, German, Spanish, French, English, Portuguese (Brazil) |
| Exam Duration: | 105 minutes |
| Exam Price: | USD 200 |
| Certificate Validity Period: | 2 years |
| Exam Format: | Multiple-choice, Scenario-based, Multiple-select |
| Real Exam Qty: | 60-65 |
| Recommended Training: | Prepare for Your Salesforce Service Cloud Consultant Credential Administer Intelligent Service Cloud Solutions (ADX361) Administer and Maintain Service Cloud (ADX261) |
| Exam Registration: | Pearson VUE Kryterion Webassessor |
| Sample Questions: | Salesforce Service-Con-201 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | Active Salesforce Certified Platform Administrator or Salesforce Certified Administrator credential |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
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NEW QUESTION # 242
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed-upon response times via the portal.
Answer: B
Explanation:
Milestones in Entitlement Management represent specific time-based service level commitments such as First Response Time or Resolution Time . They can be displayed to customers via Experience Cloud , allowing transparency into the organization's SLA commitments.
By configuring entitlements and associating milestones with customer cases, UC can expose these time-based service goals directly in the portal.
Option A (Maintenance Plans) relates to asset management, not SLA tracking.
Option C (Service Contracts) represent agreements but don't provide time-bound milestone visibility.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Case Management Domain.
* Salesforce Help: "Set Up Milestones and Entitlements in Experience Cloud."
* Salesforce Winter '23 Release Notes - Entitlement and Milestone Enhancements.
NEW QUESTION # 243
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
Answer: A
Explanation:
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial.
Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
NEW QUESTION # 244
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?
Answer: C
Explanation:
To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.
NEW QUESTION # 245
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
Answer: B
Explanation:
Salesforce Big Objects are purpose-built to handle large volumes of data-ideal for archiving long-term historical records such as 5 years of case data. They store data natively within Salesforce while minimizing impact on standard object storage limits.
Big Objects support custom definitions and can be queried using Async SOQL for efficient data retrieval.
This is well-suited for scenarios where data is infrequently accessed but must remain available for auditing or customer service inquiries. Unlike Salesforce Connect, which displays external data, Big Objects retain the data within Salesforce, which is key for compliance and availability needs.
References:https://developer.salesforce.com/docs/atlas.en-us.bigobjects.meta/bigobjects/big_object.
htmhttps://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/big_objects_guide.pdf
NEW QUESTION # 246
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
Answer: B
Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.
NEW QUESTION # 247
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