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Salesforce Certified Service Cloud Consultant Exam
- 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 May. 13, 2022
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
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?
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
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