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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: 177
Exam Version: Feb. 12, 2024
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. 12, 2024

Question #1

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

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Correct Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.


Question #2

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.

What should a consultant recommend?

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Correct Answer: C

Question #3

Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.

What should a consultant recommend to meet the requirements?

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Correct Answer: D

Question #4

Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.

Which three aspect should the consultant consider to meet the requirements?

Choose 3 answers

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Correct Answer: A, B, E

Question #5

Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.

Which feature should a Service Cloud consulatant recommend to improve the user experince?

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Correct Answer: B


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