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The Salesforce Service-Cloud-Consultant exam covers a wide range of topics related to Salesforce Service Cloud, including case management, knowledge management, service console customization, data management, and integration with other systems. It also tests candidates on their ability to design and implement solutions that meet the unique needs of their clients or organizations.
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Salesforce Service-Cloud-Consultant Certification Exam is a prestigious certification for professionals who want to validate their skills and knowledge in the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification is designed for consultants, administrators, architects, and developers who have experience in implementing and managing customer service solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam tests the candidate's understanding of best practices, design considerations, and implementation strategies for customer service solutions on the Salesforce platform.
Salesforce Certified Service cloud consultant Sample Questions (Q253-Q258):
NEW QUESTION # 253
Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone.
Which milestone recurrence type should the consultant recommend?
- A. No Recurrence
- B. Independent Recurrence
- C. Sequential Recurrence
Answer: B
Explanation:
In Entitlement Management, milestone recurrence defines how recurring service targets are tracked.
* Independent Recurrence creates a new, independent milestone schedule after each milestone is completed.
* Sequential Recurrence means each milestone must complete before the next begins, but the next milestone is dependent on the completion time of the previous one.
* No Recurrence applies when milestones occur only once per entitlement process.
Because CK's second milestone begins exactly 24 hours after the first one's start time (not dependent on when the first completes), the appropriate configuration is Independent Recurrence. This ensures that each milestone starts on its predefined timeline, regardless of the completion of the prior milestone.
Referenced Salesforce Materials:
* Salesforce Service Cloud Consultant Exam Guide - Case Management Domain (Milestone configuration and recurrence).
* Salesforce Help: "Define Milestones and Recurrence Types".
* Salesforce Winter '23 Release Notes - Service Cloud: Entitlement Enhancements.
NEW QUESTION # 254
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Create a page layout for each record type ;assign layouts to servce agents
- B. create a data category for each product assign data categories to service agents.
- C. Create a permission set for each record type ;assignpermisisons to service agents
- D. Crreate an article action for each record type;assign record types to service agents
Answer: B
Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 255
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new
method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents
under 25 MB by the customer.
Which method should the consultant suggest?
- A. Standard email to case
- B. Web to case forms
- C. Omni channel routing
- D. On-Demand Email-to-case
Answer: D
NEW QUESTION # 256
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide live support for system and data backup
- B. To provide live and historical data on system performance
- C. To provide information planning planned maintenance
- D. To provide best practices for continuity plans
- E. To provide online security threat information
Answer: B,C,E
NEW QUESTION # 257
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Service Appointment Bundling
- B. Work Oder Assignment
- C. Operating Hours and Shifts
- D. Field Service Inventory
Answer: D
Explanation:
Explanation
Field Service Inventory is a feature that can help minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Field Service Inventory allows administrators to track and manage the inventory of products that technicians need to perform their work, such as parts, tools, or consumables. Field Service Inventory can help assign products to technicians based on their skills, location, and availability, as well as replenish products from warehouses or suppliers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_setup.htm&type=5
NEW QUESTION # 258
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