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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: 371
Exam Version: Dec. 07, 2021
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 Dec. 07, 2021

Question #1

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.

What feature should a consultant recommend to meet this requirement?

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Correct Answer: B

Question #2

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

How should a consultant correct this problem?

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Correct Answer: A

Question #3

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

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Correct Answer: A

Question #4

SLA says agent must respond within one hour, or if marked 'urgent', resolve within one day. How can this best be achieved?

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Correct Answer: A

Question #5

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.

Which two features requires Service Cloud?

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Correct Answer: B, D


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