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Salesforce Service-Cloud-Consultant certification is a credential that validates the skills and knowledge of a professional in the field of Salesforce Service Cloud. It is designed to test the proficiency of individuals in implementing and configuring Salesforce Service Cloud, managing cases, knowledge bases, and communities, as well as integrating with other Salesforce products and third-party applications. Salesforce Certified Service cloud consultant certification exam is intended for consultants, administrators, developers, and architects who work with Salesforce Service Cloud and want to demonstrate their expertise in this area.

Salesforce Certified Service Cloud consultant certification is designed to help professionals demonstrate their proficiency in the implementation and configuration of the Salesforce Service Cloud solution. Service-Cloud-Consultant Exam covers a wide range of topics such as designing and optimizing the service cloud solution, managing cases, implementing service cloud automation, and integrating service cloud with other solutions.

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Salesforce Certified Service cloud consultant Sample Questions (Q57-Q62):

NEW QUESTION # 57
Which support channel requires the smallest amount of agent work time?

• A. Chat
• B. Web self service
• C. Web to case
• D. Email to case

Answer: B

NEW QUESTION # 58
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

• A. Service Cloud Voice with Tele-pay
• B. Field Service with Integrated Payments
• C. Experience Cloud with Customer Account Portal template
• D. Einstein Bots with Credit Card Payments

Answer: A

NEW QUESTION # 59
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

• A. Flow Orchestrator
• B. Chatter
• C. Omni-Channel Supervisor

Answer: C

Explanation:
Omni-Channel Supervisor is a feature designed to provide real-time visibility into agents' work and chat sessions. It allows support managers to monitor live chat sessions and offer immediate feedback or assistance to agents, enhancing the quality of customer service and agent performance.

NEW QUESTION # 60
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.

• A. Service level agreement
• B. Customer satisfaction survey
• C. First call resolution
• D. Average handle time

Answer: B,C

NEW QUESTION # 61
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

• A. Data Import Wizard
• B. Data Loader
• C. Change Sets
• D. Mass Transfer Records

Answer: B,C

Explanation:
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5

NEW QUESTION # 62
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