SERVICE-CLOUD-CONSULTANT RELIABLE TEST SIMS & SERVICE-CLOUD-CONSULTANT EXAMS

Service-Cloud-Consultant Reliable Test Sims & Service-Cloud-Consultant Exams

Service-Cloud-Consultant Reliable Test Sims & Service-Cloud-Consultant Exams

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Salesforce Certified Service cloud consultant certification is highly valued in the industry and is a testament to the candidate's knowledge and skills in the Salesforce Service Cloud platform. It is an advanced-level certification that requires candidates to have a deep understanding of the Service Cloud features and functionalities, including case management, knowledge management, contact center automation, and social customer service.

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Salesforce Certified Service cloud consultant Sample Questions (Q51-Q56):

NEW QUESTION # 51
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

  • A. Cases
  • B. Contacts
  • C. Contracts and SLASs
  • D. Chatter Answers

Answer: B,D


NEW QUESTION # 52
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

  • A. Grant authors access to the FAQ records type
  • B. Grant Authors acess to FAQ artcle type
  • C. Add Authors to the FAQ data category
  • D. Set Article Or Wide to Public Read Write

Answer: A


NEW QUESTION # 53
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

  • A. Create a report that display the # of articles searched during the past 2 months
  • B. Report displays # of articles associated to data categories during past 2 months
  • C. Report that displays # of new articles created during the past 2 months
  • D. Report that displays # of cases with articles attached during the past 2 months

Answer: A,D


NEW QUESTION # 54
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

  • A. Contact Request flow
  • B. Case queues
  • C. Direct Messaging
  • D. Lightning Component

Answer: A


NEW QUESTION # 55
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

  • A. Interaction Log
  • B. Lightning Process Builder
  • C. Lightning Flow for service
  • D. Path for Cases

Answer: C,D

Explanation:
Explanation
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified References: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]


NEW QUESTION # 56
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