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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

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

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Salesforce Service-Cloud-Consultant Exam Introduction | Service-Cloud-Consultant Valid Test Syllabus

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Salesforce Certified Service cloud consultant Sample Questions (Q33-Q38):

NEW QUESTION # 33
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs with Case Subtabs
B. Account tab with Cases related list
C. Account tabs and Cases tab
D. Case tabs with Account subtabs

Answer: A

Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]

NEW QUESTION # 34
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?

A. Social media
B. Messaging apps
C. Salesforce Knowledge

Answer: B

Explanation:
To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions.

NEW QUESTION # 35
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

A. Quick Text
B. Dynamic list updates
C. Multi -monitor support
D. Keyboard Shortcuts
E. Case hover

Answer: B,C,D

NEW QUESTION # 36
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A. Build an adapter using the telephony vendor's toolkit.
B. Implement an adapter built on Open CTI.
C. Implement an adapter using the Telephony API.
D. Move to a cloud -based telephony system.

Answer: B

NEW QUESTION # 37
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A. Use a workflow rule to send an email to the product manager
B. Use Chatter case feed and case teams to monitor cases
C. Use an escalation rule to move cases into the product manager queue
D. Use an assignment rule to assign new cases to the product manager

Answer: A

NEW QUESTION # 38
......

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