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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Integrations	10%	- Third-party system integration - CTI and telephony integration - Data exchange and synchronization
Topic 2: Case Management	13%	- Case deflection and self-service - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design
Topic 3: Knowledge Management	12%	- Data categories and access control - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Knowledge base design and implementation
Topic 4: Industry Knowledge	12%	- Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs
Topic 5: Implementation Strategies	12%	- Licensing and deployment considerations - Data migration, quality and governance - Consulting engagement lifecycle - Training and adoption planning
Topic 6: Service Cloud Solution Design	15%	- Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability
Topic 7: Intake and Interaction Channels	13%	- Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel - Designing intake channels
Topic 8: Contact Center Analytics	10%	- Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement

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Salesforce Certified Service cloud consultant Sample Questions (Q14-Q19):

NEW QUESTION # 14
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
D. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Answer: C

NEW QUESTION # 15
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

A. Service-Level Measure
B. Net Promoter Score
C. Customer Engagement Score
D. Customer Satisfaction

Answer: B

NEW QUESTION # 16
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

A. Filter or Cosed When Created equals true
B. Filter where Closed Date equals Created Date
C. Filter on Status equals Ctosea Resolved
D. Filter where Dete/Time Opened equals Created Date

Answer: A

Explanation:
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5

NEW QUESTION # 17
Customer support agents want the ability to view customer related information along with case information on
all cases except product related cases. For product related cases, the agents want to view product information
alongside case information.
How should the console be configured to satisfy this requirement?

A. Create separate record types and page layouts for product - related and other cases and configure
console components to show customer - or product related information. Assign record type based on
case type
B. Configure both customer information and product related information under console components in the
case page layout. Hide the product related information if the cases are NOT product related.
C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to
choose the console based on case type.
D. Train users to scroll through the case page layout to look for product related information or customer-
related information based on case type

Answer: A

NEW QUESTION # 18
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Set up a zip file that contains the CSV, HTML, and image files.
B. Set up the article actions and assign publishers to each action
C. Create the data categories and set up the data category values.
D. Set the publication status of the article tame to draft status
E. Create the custom fields for the slide type

Answer: A,B,C

NEW QUESTION # 19
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