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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Certificate Validity Period: | 2 years |
| Passing Score: | 78% |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Available Languages: | Portuguese (Brazil), French, Spanish, English, German, Japanese |
| Exam Format: | Scenario-based questions, Multiple-select, Multiple-choice |
| Exam Price: | USD 200 + applicable taxes |
| Exam Duration: | 105 minutes |
| Related Certifications: | Salesforce Certified Platform App Builder Salesforce Certified Administrator |
| 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 is designed for professionals who want to demonstrate their expertise in the Service Cloud domain. As a Salesforce Certified Service Cloud Consultant, you will be recognized for your ability to design and implement Service Cloud solutions that meet the unique needs of your customers. Salesforce Certified Service cloud consultant certification is ideal for individuals who work with customers and focus on delivering outstanding customer service experiences.
NEW QUESTION # 149
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
Answer: C
NEW QUESTION # 150
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
Answer: C
Explanation:
To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like
"View All Data."
NEW QUESTION # 151
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
Answer: D
NEW QUESTION # 152
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
Answer: D
Explanation:
Explanation
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
NEW QUESTION # 153
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
Answer: C
Explanation:
In a high-level discussion and planning session with Cloud Kicks (CK), the consultant should first gather the organizational vision to understand CK's long-term goals and how the service function aligns with these goals.
Next, mapping processes is crucial to identify current workflows, pinpoint inefficiencies, and determine areas for improvement. Planning metrics follows, which involves defining key performance indicators (KPIs) to measure success and track progress towards achieving the organizational vision. Finally, planning for user feedback is essential to establish mechanisms for collecting and incorporating feedback from both agents and customers. This feedback will inform continuous improvement and ensure the service function evolves in line with changing needs and expectations.
NEW QUESTION # 154
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