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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

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

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Salesforce Certified Service cloud consultant Sample Questions (Q95-Q100):

NEW QUESTION # 95
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

A. It is skewed by calls that are quickly answered
B. It captures the same informaion as First Call Resolution.
C. It is the typical experience of a caller.
D. It includes blocked and abandoned calls.

Answer: A

Explanation:
Explanation
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5

NEW QUESTION # 96
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A. Assign team-based profiles to the associated product article types
B. Assign team-based profiles to the associated product data category value
C. Assign team-based roles to the associated product data category value
D. Assign team-based roles to the associated product article types

Answer: C

NEW QUESTION # 97
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

A. Email Temp ates
B. Global Quick Action
C. Quick Text
D. Macros

Answer: A,C

NEW QUESTION # 98
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

A. Display articles with HTML, images, and links.
B. Display articles in a public knowledge base.
C. Publish articles to the Web using Salesforce Publisher.
D. Display articles in Salesforce Answers.

Answer: A,B

NEW QUESTION # 99
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

A. Integrate payment data into Salesforce from the billing system using custom objects.
B. Configure Salesforce Connect and External Objects to the billing system.
C. Create a custom tab that displays a search page from the billing system.

Answer: B

Explanation:
To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating the need for direct access to the external system and streamlining the process for agents handling billing-related inquiries.

NEW QUESTION # 100
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