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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
Certificate Validity Period:	2 years
Passing Score:	78%
Exam Price:	USD 200 + applicable taxes
Exam Format:	Multiple-select, Scenario-based questions, Multiple-choice
Real Exam Qty:	60 scored + up to 5 unscored
Exam Duration:	105 minutes
Related Certifications:	Salesforce Certified Administrator Salesforce Certified Platform App Builder
Available Languages:	Portuguese (Brazil), French, Japanese, German, English, 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 Certification is a professional certification offered by Salesforce to individuals who have expertise in the Salesforce service cloud platform. Salesforce Certified Service cloud consultant certification exam tests the skills and knowledge required to design and implement service solutions on the Salesforce platform. The Salesforce Certified Service cloud consultant certification is designed for professionals who work as consultants or architects and have experience in implementing and deploying Salesforce service cloud solutions.

Salesforce Certified Service cloud consultant Sample Questions (Q291-Q296):

NEW QUESTION # 291
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Open CTI
B. Salesforce Knowledge
C. Live Agent
D. Salesforce for Twitter

Answer: B

NEW QUESTION # 292
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)

A. Assignment, escalation, and workflow rules are processed on inbound emails
B. Follow-up emails related to a case will update the case comments
C. Follow-up emails and attachments related to a case are attached to the case
D. Only one inbound email address can be used for Email-to-Case

Answer: B,C

NEW QUESTION # 293
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. Deliver the entire project simultaneously so as to present UC with a completed solution.
B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Answer: C

Explanation:
Generating continuous feedback from the project team, and adjusting the requirements and deliverables accordingly is a key principle of Agile methodology. It allows for iterative and incremental development, which can lead to a successful implementation of Service Cloud. Verified References: :
https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-principles :
https://trailhead.salesforce.com/en/content/learn/modules/agile-basics/agile-basics-methodologies

NEW QUESTION # 294
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers

A. Escalation Rule
B. Workflow Actions
C. Assignment Rule
D. Milestones

Answer: A,D

Explanation:
Explanation
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules

NEW QUESTION # 295
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A. Salesforce Mobile App
B. Employee Community
C. Lightning Console
D. Field Service Lightning

Answer: D

NEW QUESTION # 296
......

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