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Salesforce Service Cloud Consultant certification exam is a proctored exam that consists of 60 multiple-choice questions. Candidates have 105 minutes to complete the exam and must score at least 67% to pass. Service-Cloud-Consultant Exam is available in English, Spanish, French, German, Italian, Japanese, Korean, Portuguese, and Simplified Chinese.

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The Salesforce Service-Cloud-Consultant Exam covers a wide range of topics related to Salesforce Service Cloud, including case management, knowledge management, service console customization, data management, and integration with other systems. It also tests candidates on their ability to design and implement solutions that meet the unique needs of their clients or organizations.

Salesforce Certified Service cloud consultant Sample Questions (Q279-Q284):

NEW QUESTION # 279
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
C. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
D. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

Answer: B

NEW QUESTION # 280
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

A. Visibility into service entitlements
B. Mobile access to case information
C. Predictive dialer for outbound calls
D. Chatter groups for customer

Answer: A,B

NEW QUESTION # 281
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Create a Case Macro
B. Define Case Escalation Rules
C. Activate a Validation Rule
D. Configure Process Builder

Answer: D

NEW QUESTION # 282
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A. The Macros widget or utility must be added to the console.
B. The Run Macros Action must be on the page layout.
C. The Run Macros Permission must be granted to users.
D. Publisher Actions used in the macros must be on the page layout.
E. Users must use Lightning Experience.

Answer: C,D,E

NEW QUESTION # 283
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A. Report on agent feedback on articles
B. Report on the articles followed in Chatter
C. Report on the articles attached to cases
D. Report on agent ratings on articles

Answer: C,D

NEW QUESTION # 284
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