CHOOSE SALESFORCE SERVICE-CLOUD-CONSULTANT EXAM QUESTIONS FOR SUCCESSFUL PREPARATION

Choose Salesforce Service-Cloud-Consultant Exam Questions for Successful Preparation

Choose Salesforce Service-Cloud-Consultant Exam Questions for Successful Preparation

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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 Service-Cloud-Consultant Exam is a certification program designed for individuals who specialize in implementing and managing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for professionals who work as consultants or administrators, providing expertise in the design, implementation, and management of customer service solutions on the Salesforce platform.

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What is the duration of the Service-Cloud-Consultant Exam

  • Length of Examination: 105 minutes
  • Number of Questions: 60
  • Passing Score: 67%
  • Format: Multiple choices, multiple answers

Salesforce Certified Service cloud consultant Sample Questions (Q68-Q73):

NEW QUESTION # 68
What are two benefits of deploying Knowledge in Customer Communities?

  • A. Uncovers gap in the knowledge base
  • B. Replaces the need for an email channel
  • C. Eliminates tracking of customer entitlements
  • D. Reduces incoming call volume

Answer: B,D


NEW QUESTION # 69
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

  • A. Implement Macros
  • B. Enable the Support Process for default email templates
  • C. Enable the support setting for default email templates
  • D. Implement Quick Text
  • E. Implement Email-To-Case

Answer: A,C,D


NEW QUESTION # 70
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

  • A. Configure Omni-Channel Routing Model as Least Active.
  • B. Configure Case Assignment Rules to use Users.
  • C. Configure Omni-Channel Routing Model as Most Available.
  • D. Configure Case Assignment Rules to use Queues.

Answer: D

Explanation:
Case assignment rules are used to automatically assign cases to users or queues based on certain criteria, such as case origin, type, priority, or product. Queues are collections of records that can be accessed by multiple users who share the same job function or skill. By configuring case assignment rules to use queues, the Support Manager can ensure that cases are distributed evenly across the team and that agents can work on the cases that match their expertise or availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Case Assignment Rules, Set Up Queues


NEW QUESTION # 71
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

  • A. Customer Support Requests
  • B. customer satisfaction Survey
  • C. Service Level Agreement
  • D. Customer Purchase History
  • E. Net promoter Score

Answer: B,C,E

Explanation:
Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company's products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer's expectations and how satisfied the customer is with the service. Verified References: Service Cloud Consultant Certification Guide
& Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 72
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

  • A. Search Activity Gaps
  • B. Most Revised Articles
  • C. Most Linked Articles
  • D. Top Articles sorted descending

Answer: D


NEW QUESTION # 73
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