Salesforce Service-Cloud-Consultant Practice Exam (Desktop & Web-Based)

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Salesforce Service-Cloud-Consultant certification exam tests candidates on their knowledge of Salesforce Service Cloud features, design, and implementation. Service-Cloud-Consultant exam is designed to evaluate the candidate's ability to configure and customize Service Cloud applications, manage data, and understand the various features of Service Cloud. Service-Cloud-Consultant Exam also covers topics related to customer support, case management, service level agreements, and reporting.

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The Service-Cloud-Consultant Certification Exam covers a wide range of topics related to Salesforce service cloud, including case management, knowledge management, service level agreements, contact center automation, and omni-channel routing. It also tests the candidate's knowledge of Salesforce's best practices for service cloud implementation, data modeling, and integration with other Salesforce products.

Salesforce Certified Service cloud consultant Sample Questions (Q168-Q173):

NEW QUESTION # 168
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?

A. Number of closed cases
B. Deflection rate
C. Agent utilization

Answer: C

Explanation:
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.

NEW QUESTION # 169
Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window.
What should a consultant recommend?

A. Download the PDFs from the chat.
B. Ask the customer to send the PDF via email.
C. Use File Preview in the chat.

Answer: C

Explanation:
To enable agents to preview PDFs sent by customers from the chat window, using File Preview within the chat function is recommended. This feature allows agents to quickly view the content of PDF files directly within the chat interface, without the need to download the files. This improves efficiency and response times, as agents can assess and address customer queries more rapidly based on the content of the PDFs.

NEW QUESTION # 170
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

A. Number of IVR inquiries without agent involvement.
B. Number of cases closed by a self-service user
C. Average call handle time by team.
D. Number of cases created - - Site by month

Answer: B,D

NEW QUESTION # 171
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

A. Einstein Bot social queues.
B. Social Customer Service for Twitter and Facebook.
C. Social Media Marketing message tagging.
D. Social Persona tor Twitter and Facebook.

Answer: D

NEW QUESTION # 172
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Configuration a blocking duplicate rule
B. Set a validation rule
C. Enable Case Merge.
D. Create an auto-launched flow.

Answer: C

Explanation:
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience

NEW QUESTION # 173
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Salesforce Service-Cloud-Consultant Practice Exam (Desktop & Web-Based)

High Salesforce Service-Cloud-Consultant Passing Score | Current Service-Cloud-Consultant Exam Content

Salesforce Certified Service cloud consultant Sample Questions (Q168-Q173):