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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification

  • When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
  • A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
  • After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
  • If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.

Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

TopicDetails
Topic 1
  • Describe the considerations when migrating from Knowledge to Lightning Knowledge
  • Describe the use cases and functionality for each interaction channel
Topic 2
  • Identify use cases and capabilities of Social Customer Service
  • Understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 3
  • Explain the use cases and benefits for different interaction channels
  • Explain the considerations for data migration and data quality
Topic 4
  • Compare and contrast the different types of contact centers and their business drivers
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 5
  • Explain the use cases and considerations for common Service Cloud Integrations
  • Determine appropriate contact center licensing and deployment strategies
Topic 6
  • Distinguish the key components that contribute to performance optimization within a design
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 7
  • Explain the use cases, capabilities, and limitations of Service Cloud automation
  • Determine how to facilitate a successful consulting engagement
Topic 8
  • Evaluate the considerations when designing reports and dashboards to serve different stakeholders
  • Analyze customer requirements to determine an appropriate solution design considering capabilities

How much Service-Cloud-Consultant Exam Cost

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

>> Service-Cloud-Consultant Practice Questions <<

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Salesforce Certified Service cloud consultant Sample Questions (Q71-Q76):

NEW QUESTION # 71
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. Enable the Support Process for default email templates
  • B. Implement Macros
  • C. Implement Email-To-Case
  • D. Implement Quick Text
  • E. Enable the support setting for default email templates

Answer: B,D,E


NEW QUESTION # 72
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?

  • A. Interactive Voice Response
  • B. Automatic Call Distribution
  • C. Order Management System
  • D. Computer Telephony Integration

Answer: A


NEW QUESTION # 73
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

  • A. Customer Community
  • B. Lightning External Apps Starter
  • C. High Volume Customer Portal
  • D. Customer Community Plus

Answer: D


NEW QUESTION # 74
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

  • A. Data Loader
  • B. Change Sets
  • C. Manual configuration
  • D. Mass Transfer Records

Answer: B


NEW QUESTION # 75
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

  • A. Verify that users are assigned the Live Agent feature license.
  • B. verify that users have access to the Live Agent chat buttons.
  • C. Verify that users have access to the Live Agent public group.
  • D. Verify that users are assigned the Live Agent user profile.

Answer: D


NEW QUESTION # 76
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