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Salesforce Certified Service cloud consultant exam is intended for experienced Salesforce professionals who have a strong understanding of Salesforce products and services. Candidates should have experience with Service Cloud implementation and should have a good understanding of customer service best practices. Service-Cloud-Consultant Exam is designed to validate the candidate’s knowledge of Service Cloud functionality and their ability to design and implement Service Cloud solutions.

Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Topic
Details

Topic 1

Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.

Topic 2

Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.

Topic 3

Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.

Topic 4

Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.

Topic 5

Service Cloud Solution Design: The topic delves into the analysis of customer requirements to determine appropriate solution designs for the service agent experience and the customer experience, including interaction channels. It also covers the sub-topics of data security and compliance measures.

Topic 6

Industry Knowledge: This topic covers the key factors that influence contact center metrics and KPIs, the risks, benefits, and business challenges of meeting client's desired outcomes, as well as the industry standards and general capabilities of different service organizations.

Topic 7

Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.

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Salesforce Certified Service cloud consultant Sample Questions (Q255-Q260):

NEW QUESTION # 255
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A. Hire a certified developer to write an apex trigger that creates each new activity.
B. Provide a macro that will automatically create the activities when executed.
C. Assign a single agent to create the activities on all new onboarding cases.
D. Add an object-specific custom quick action to create new activities.

Answer: B

NEW QUESTION # 256
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the Salesforce CTI license to Salesforce users.
B. Assign the correct Salesforce users to the Call Center.
C. Install an adapter from AppExdiange to work with third-party cn systems.
D. Enable Live Agent in their community to chat with an agent.
E. Create a softphone layout and assign to user profiles.

Answer: B,C,E

NEW QUESTION # 257
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Service reps need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

A. Use Case Teams to collaborate on cases and use Escalation Rules for notifications.
B. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications.
C. Use Account Teams to collaborate on cases and use Salesforce Flow for notifications.

Answer: B

Explanation:
The Service Cloud Consultant Study Guide - Service Cloud Solution Design domain recommends using Case Teams to facilitate collaboration on cases among different departments. Case Teams allow multiple users or roles to work together on a single case, improving visibility and coordination between service and product development teams.
To meet the requirement of alerting the product development team on high-priority cases, the best practice is to use Salesforce Flow (or Process Automation tools) to automatically send notifications, create tasks, or post updates to collaboration tools such as Slack or Chatter when criteria are met (for example,
"Priority = High" and "Product = X").
Escalation Rules are designed for time-based escalation to higher support tiers, not for notifying specific departments. Account Teams facilitate collaboration at the account level, not on specific cases, making them unsuitable for case-specific alerts.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain (collaboration and automation design considerations).
* Salesforce Help: "Set Up Case Teams" (enables collaboration among different users on cases).
* Salesforce Help: "Build Automated Notifications with Flow" (describes how to notify users when case conditions are met).

NEW QUESTION # 258
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

A. Article Record Types must be created before the import.
B. Multiple Article Record Types can be imported in the same CSV.
C. Each Article Record Type must be in a separate CSV.
D. Article Record Types will be created as part of the import.

Answer: A,C

Explanation:
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified References: [Import Articles into Lightning Knowledge]

NEW QUESTION # 259
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

A. Allow Comments on Knowledge articles.
B. Create a self-service Help Center.
C. Enable Chat in an Experience Cloud site.
D. Implement Case Assignment Rules.

Answer: B

Explanation:
Explanation
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features.
Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified References: Create a Self-Service Help Center

NEW QUESTION # 260
......

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