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Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant exam is designed for professionals who want to validate their knowledge and skills in implementing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification exam is focused on assessing the candidate’s understanding of Service Cloud functionality, designing and implementing Service Cloud solutions, and managing ongoing Service Cloud operations.

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How much Service-Cloud-Consultant Exam Cost

The price of the Service-Cloud-Consultant exam is $200 USD.

Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

Salesforce Certified Service cloud consultant Sample Questions (Q126-Q131):

NEW QUESTION # 126
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Numberof cases escalated by agent
B. Number of solutions created by agent
C. Number of articles attached to a case
D. Number of articles created by agent

Answer: C,D

NEW QUESTION # 127
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

A. Case Assignment rules
B. Milestones & Entitlements processes
C. Omni-Channel Routing

Answer: C

Explanation:
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.

NEW QUESTION # 128
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

A. Migrate case data and deploy to all users at office
B. Migrate agents to Force.com Connect Offline during deployment
C. Deploy in phases using countries as pilots
D. Deploy based on the number of trainers available

Answer: C

NEW QUESTION # 129
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A. Skills -based routing
B. Interactive voice response
C. Workforce management
D. Private branch exchange

Answer: A

NEW QUESTION # 130
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet
this requirement? Choose 2 answers.

A. Leverage Live Agent for web-based chat.
B. Enable service contracts and entitlements.
C. Implement Salesforce Knowledge on a portal.
D. Implement Salesforce Console for Service to support agents.

Answer: A,C

NEW QUESTION # 131
......

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Carl Shaw Carl Shaw

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