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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionObjectives
Integration and Data Management- Integration with external service systems
- Data model considerations for Service Cloud
Automation and Process- Flow and workflow automation for service processes
- Entitlements, milestones, and SLAs
Service Cloud Solution Design- Service Cloud feature selection and architecture
- Customer service processes and use case design
Case Management and Service Console- Service Console configuration and productivity tools
- Case lifecycle and routing strategies
Omni-Channel and Digital Engagement- Chat, messaging, and digital support channels
- Omni-Channel routing configuration
Service Cloud Implementation- CTI (Computer Telephony Integration) concepts
- Email-to-Case and Web-to-Case setup
Knowledge Management- Knowledge search and content delivery
- Salesforce Knowledge setup and article lifecycle
Service Cloud Analytics and Reporting- Reports and dashboards for service performance
- Key service KPIs and metrics

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Salesforce Certified Service cloud consultant Sample Questions (Q67-Q72):

NEW QUESTION # 67
Universal Containers requires that a case is logged for every incoming support call. Each case could require an
associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case
CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs
and FSRs should be stored on a child case or on a related custom object. What should Universal Containers
consider when designing the solution? Choose 3 answers

Answer: B,C,D


NEW QUESTION # 68
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

Answer: C

Explanation:
Explanation
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen


NEW QUESTION # 69
Which method can be used to route cases from social channels?

Answer: C


NEW QUESTION # 70
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?

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 # 71
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

Answer: D

Explanation:
Explanation
A Lookup Filter is the recommended method to meet the requirement of preventing service agents from selecting entitlements that are not associated with the account assigned on the case. A Lookup Filter is a type of filter that restricts the values and records that are available in a lookup field based on criteria and conditions. A Lookup Filter can be used to limit the entitlements that are available in the Entitlement Name lookup field on the case page layout based on the Account Name field value. This way, service agents can only select entitlements that belong to the same account as the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Define Lookup Filters


NEW QUESTION # 72
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