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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Certified Service Cloud Consultant Exam
Exam Number:Service-Cloud-Consultant
Exam Format:Scenario-based questions, Multiple-select, Multiple-choice
Passing Score:78%
Real Exam Qty:60 scored + up to 5 unscored
Exam Duration:105 minutes
Certificate Validity Period:2 years
Related Certifications:Salesforce Certified Administrator
Salesforce Certified Platform App Builder
Exam Price:USD 200 + applicable taxes
Available Languages:Portuguese (Brazil), French, German, English, Japanese, Spanish
Recommended Training:Trailhead: Prepare for Your Service Cloud Consultant Credential
Exam Registration:Salesforce Certification Registration
Sample Questions:Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:Online proctored or onsite at authorized testing centers
Pre Condition:Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions
Official Syllabus URL:https://trailhead.salesforce.com/credentials/servicecloudconsultant

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

TopicDetails
Topic 1
  • Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
Topic 2
  • Industry Knowledge: This topic covers the key factors that influence contact center metrics and KPIs, the risks, benefits, and business challenges of meeting client's desired outcomes, as well as the industry standards and general capabilities of different service organizations.
Topic 3
  • Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
Topic 4
  • Intake and Interaction Channels: This topic addresses the recommendation of appropriate intake channels and their design based on business process requirements. It also discusses the use cases and functionality for proposed interaction channels, as well as the design considerations and best practices for configuring an interaction channel solution.
Topic 5
  • Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.
Topic 6
  • Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.

Salesforce Certified Service cloud consultant Sample Questions (Q60-Q65):

NEW QUESTION # 60
What should a consultant recommend service agents use?

Answer: B

Explanation:
Explanation
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History


NEW QUESTION # 61
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?

Answer: A

Explanation:
For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is recommended. This report provides a detailed view of the duration cases spend in each status, helping to identify bottlenecks and areas for process improvement to reduce average case age and enhance customer satisfaction.


NEW QUESTION # 62
A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?

Answer: A


NEW QUESTION # 63
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Answer: C

Explanation:
Field Service is the functionality that a consultant should recommend to schedule technicians for repair services when an agent is unable to solve a customer problem via call center. Field Service is a product that allows you to manage your mobile workforce and deliver onsite service to your customers. Field Service can be used to create work orders, schedule appointments, dispatch technicians, track service delivery, and optimize routes. Field Service can also be integrated with other Service Cloud features, such as cases, entitlements, knowledge, or chat. Verified References: [Service Cloud Consultant Certification Guide & Tips], Field Service Overview


NEW QUESTION # 64
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

Answer: C,D

Explanation:
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5


NEW QUESTION # 65
......

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