Exam Name: Salesforce Certified Service cloud consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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Salesforce : Service-Cloud-Consultant Exam Premium Dumps
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work with the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification is ideal for those who want to demonstrate their ability to implement and maintain Service Cloud solutions for their organizations. Service-Cloud-Consultant exam covers a wide range of topics, from service cloud architecture to integration and automation.
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Knowledge Management | 12% | - Article lifecycle, versioning and visibility - Data categories and access control - Knowledge base design and implementation - Case deflection and knowledge adoption |
| Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance |
| Intake and Interaction Channels | 13% | - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels - Digital engagement and omni-channel |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Security, compliance and performance optimization - Scalability and maintainability - Capabilities, limitations and trade-offs |
| Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
Salesforce Certified Service cloud consultant Sample Questions:
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
- A. Ask leadership, management, and agents in all regions to vote on the standard report template.
- B. Assign a global team of experienced analysts to create a standard report template.
- C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
Correct Answer: B 🗳️
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Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Employee Community
- B. Customer Experience site
- C. Partner Experience site
Correct Answer: C 🗳️
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The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
- A. Set up the Case Deflection component to share Knowledge articles.
- B. Create an auto-response rule that links to Knowledge articles.
- C. Create a Macro to send an email with Knowledge articles.
Correct Answer: C 🗳️
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?
- A. Create a permission set for each record type. Assign permissions to service agents.
- B. Create an article action for each record type. Assign record types to service agents.
- C. Create a data category for each product. Assign data categories to service agents.
Correct Answer: C 🗳️
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
- A. Generate all of the requirements with UC executives and then develop the project schedule.
- B. Finish all of the project requirements at once and deliver a complete solution.
- C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
Correct Answer: C 🗳️
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