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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. 25, 2023
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as
password resets and order inquiries. In order to reduce the number of cases created, CK wants to
provide customer self-service in the following channels: web, SMS, Facebook Messenger, and
WhatsApp.
What is the recommended case deflection solution?
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
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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