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To become a Salesforce Certified Service Cloud Consultant, candidates must possess a strong understanding of Salesforce Service Cloud and its capabilities. Candidates are required to have experience in implementing Service Cloud solutions and be able to design and build custom solutions that meet business requirements. They must also be proficient in configuring and customizing Salesforce Service Cloud to meet specific business needs.

Salesforce Service-Cloud-Consultant Certification Exam is ideal for individuals who are looking to advance their careers in the service and support domain. Salesforce Certified Service cloud consultant certification is highly valued by organizations that use Salesforce technologies in their customer service operations. Salesforce Certified Service cloud consultant certification acknowledges the holder’s expertise in implementing and managing Service Cloud solutions, which can lead to better job opportunities and higher salaries.

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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 (Q159-Q164):

NEW QUESTION # 159
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

A. Case notes related list
B. Case activity feed
C. Social Post record
D. Case Chatter feed

Answer: C

Explanation:
Social Post record is where the conversations with customers on Facebook and Twitter are tracked in Salesforce. Social Post is a standard object that represents a post or comment on a social network, such as Facebook or Twitter. Social Post records can be linked to other records, such as cases, contacts, or leads, and can be viewed and managed in the Service Console. Verified References: : Social Post Object

NEW QUESTION # 160
Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?

A. Create an agent profile for each channel grouping.
B. Create a unique case page layout for each channel grouping.
C. Create an agent role for each channel grouping.
D. Create a service cloud console to support all channel groupings.

Answer: B

NEW QUESTION # 161
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

A. Set up the Case Deflection component to share Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Create an auto-response rule that links to Knowledge articles.

Answer: B

Explanation:
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.

NEW QUESTION # 162
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

A. Measure difference in CSAT ol cases with and without articles attached.
B. Track not promoter scores as part of an automated survey after case closure for every cote.
C. Benchmark the average cases per agent versus the team average across each case channel
D. Track the average calls per day, average cases per agent, and average cases per case type.

Answer: B

Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5

NEW QUESTION # 163
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
B. Create an FAQ article type and configure the enable suggested articles option in support settings.
C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Answer: A

NEW QUESTION # 164
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