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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Certified Service Cloud Consultant
Exam Number:	Service-Cloud-Consultant
Exam Format:	Multiple-choice, Multiple-select
Available Languages:	English
Passing Score:	67%
Exam Price:	USD 200
Real Exam Qty:	65
Exam Duration:	105 minutes
Related Certifications:	Salesforce Certified Administrator
Sample Questions:	Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:	Online (proctored) or Onsite (at a testing center)
Pre Condition:	Salesforce Certified Administrator credential is required
Official Syllabus URL:	https://trailhead.salesforce.com/en/credentials/servicecloudconsultant

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Salesforce Certified Service cloud consultant Sample Questions (Q39-Q44):

NEW QUESTION # 39
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

A. Lightning Flow Component
B. Path for Cases
C. Lightning Guided Engagement
D. Service Console Macros

Answer: C

NEW QUESTION # 40
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

A. A third -party mobile application platform
B. A workforce management system
C. An enterprise resource planning system
D. A knowledge management system

Answer: C

NEW QUESTION # 41
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

A. Omni-Channel Utility widget
B. Personalised navigation menu
C. Actions & Recommendations component
D. Global Shared Macro

Answer: A

NEW QUESTION # 42
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
type is created
B. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
is created
C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
type is created
D. Create a workflow rule and email alert action that sends an email to the case contact when a case with
the "Errata" record type is created

Answer: D

NEW QUESTION # 43
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?

A. Create user profiles or permission sets
B. Enable Live Agent for the organization
C. Create an iframe to display the chat window
D. Enable Chatter Messenger for the organization

Answer: B

NEW QUESTION # 44
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