EXAM SERVICE-CLOUD-CONSULTANT VCE FORMAT | SERVICE-CLOUD-CONSULTANT PAPER

Exam Service-Cloud-Consultant Vce Format | Service-Cloud-Consultant Paper

Exam Service-Cloud-Consultant Vce Format | Service-Cloud-Consultant Paper

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Salesforce Service-Cloud-Consultant Exam is a challenging test that requires a great deal of preparation and study. Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work in the customer service industry and are looking to specialize in Salesforce's Service Cloud platform. Candidates who pass the exam and obtain the Salesforce Certified Service Cloud Consultant certification will have demonstrated their proficiency in Salesforce's Service Cloud platform and their ability to deliver high-quality customer service.

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To pass the Salesforce Service-Cloud-Consultant Exam, candidates should have a thorough understanding of Salesforce Service Cloud features and functionality. They should also have experience in implementing and configuring Service Cloud solutions, including case management, knowledge management, and service console. Candidates should also have experience in designing and implementing complex business flows and integrations using Salesforce Service Cloud.

Salesforce Certified Service cloud consultant Sample Questions (Q39-Q44):

NEW QUESTION # 39
Which advantage does Salesforce provide with the OpenCTI framework?

  • A. Developers can Integrate with any telephony platform available with minimal need for customization.
  • B. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
  • C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Answer: C

Explanation:
Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments.
This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.


NEW QUESTION # 40
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  • A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
  • B. Set up analytical snapshots to capture key case information and create historical trending reports.
  • C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  • D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Answer: C,D

Explanation:
Explanation
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.
Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.


NEW QUESTION # 41
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to
20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

  • A. Navigate a Screen Flow.
  • B. Leverage Einstein Case Wrap-Up.
  • C. Execute a macro.

Answer: A

Explanation:
To efficiently create multiple activities for the new partner onboarding process at Universal Containers (UC), leveraging a Screen Flow is a cost-effective method. Screen Flows can guide agents through a series of steps, allowing them to enter necessary information and automatically generate the required activities for each onboarding step. This method streamlines the activity creation process, significantly reducing the time and effort required by agents, and ensures consistency in the onboarding experience.


NEW QUESTION # 42
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

  • A. Estabalish case assignment rules.
  • B. Define case auto-response rules.
  • C. Use Flow Builder to create a flow with scheduled path.
  • D. Configure case escalation rules.

Answer: B


NEW QUESTION # 43
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

  • A. Set up the article actions and assign publishers to each action
  • B. Set up a zip file that contains the CSV, HTML, and image files.
  • C. Create the custom fields for the slide type
  • D. Set the publication status of the article tame to draft status
  • E. Create the data categories and set up the data category values.

Answer: A,B,E


NEW QUESTION # 44
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