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Salesforce Certified Service Cloud Consultant Exam

Certification Provider: Salesforce
Exam Name: Salesforce Certified Service Cloud Consultant
Number of questions in our database: 150
Exam Version: Feb. 02, 2023
Exam Official Topics:
  • Topic 1: Identify use cases and capabilities of Social Customer Service/ Understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
  • Topic 2: Explain the use cases and considerations for common Service Cloud Integrations/ Determine appropriate contact center licensing and deployment strategies
  • Topic 3: Explain the use cases and benefits for different interaction channels/ Explain the considerations for data migration and data quality
  • Topic 4: Evaluate the considerations when designing reports and dashboards to serve different stakeholders/ Analyze customer requirements to determine an appropriate solution design considering capabilities
  • Topic 5: 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 6: Explain the use cases, capabilities, and limitations of Service Cloud automation/ Determine how to facilitate a successful consulting engagement
  • Topic 7: 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 8: Given a set of KPIs, determine the appropriate case management solution/ How to configure the service entitlements and milestones in Salesforce
  • Topic 9: Describe the considerations when migrating from Knowledge to Lightning Knowledge/ Describe the use cases and functionality for each interaction channel

Free Salesforce Salesforce Certified Service Cloud Consultant Exam Actual Questions

The questions for Salesforce Certified Service Cloud Consultant were last updated On Feb. 02, 2023

Question #1

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.

The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

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Correct Answer: D

Question #2

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

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Correct Answer: B

Question #3

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

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Correct Answer: D

Question #4

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

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Correct Answer: B, C, E

Question #5

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.

Which three best practices should a consultant recommend?

Choose 3 answers

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Correct Answer: B, C, D


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