Service-Cloud-Consultant Exam dumps | Free Service-Cloud-Consultant Exam dumps

1. Salesforce Service-Cloud-Consultant SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT https://www.realexamdumps.com/salesforce/service-cloud-consultant-practice-test.html

2. CONTENTS About the Salesforce Certified Service Cloud Consultant Program Section 1. Purpose of this Exam Guide.............................................................................2 Section 2.Audience Description: Salesforce Certified Service Cloud Consultant.......3 Section 3. About the Exam.................................................................................................4 Section 4. Recommended Training and References .......................................................5 Section 5. Exam Outline .....................................................................................................6 Section 6. Sample Exam Questions ..................................................................................9 Section 7. Answers to Sample Exam Questions ........................................................... 11 Section 8. Maintaining a Certification............................................................................ 12 Service-Cloud-Consultant

3. ABOUT THE SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT PROGRAM The Salesforce Certified Service Cloud Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. The intended audience has proven experience with the administration and configuration of a Salesforce application, as demonstrated through successful completion of the Salesforce Certified Administrator exam. The Salesforce Certified Service Cloud Consultant is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success. SECTION 1. Purpose of this exam guide SECTION 2. Audience Description: salesforce certified service cloud consultant SECTION 3. About the exam SECTION 4. Recommended training and references SECTION 5. Exam outline Service-Cloud-Consultant

4. Sample Questions QUESTION NO 1 Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers A. Salesforce Knowledgebase B. Chatter Groups C. Field Service Lightning D. Service Cloud SOS Answer: C D Service-Cloud-Consultant

5. QUESTION NO 2 Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Answer: D Service-Cloud-Consultant

6. QUESTION NO 3 Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement? A. Configure Case Assignment Rules B. Configure Omni-Channel with Most Available Routing C. Configure Live Agent Skills-based Routing D. Configure Omni-Channel with Least Active Routing Answer: B Service-Cloud-Consultant

7. QUESTION NO 4 The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers A. Knowledge Base B. Customer Community C. Automatic Call Distribution D. Service Cloud Console Answer: A B Service-Cloud-Consultant

8. QUESTION NO 5 Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers A. Contacts B. Products C. Service contracts D. Case history Answer: A C Service-Cloud-Consultant

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