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Salesforce Service-Cloud-Consultant certification exam comes with a set of prerequisites that must be met before taking the exam. Candidates must first obtain a Salesforce Administrator or Salesforce Advanced Administrator certification. They must also have experience working with Service Cloud, either as a consultant or as an in-house Salesforce administrator. Service-Cloud-Consultant exam consists of 60 multiple-choice questions and must be completed within 120 minutes. The passing score for the exam is 68%.

To prepare for the exam, Salesforce offers a Service Cloud Consultant certification study guide, which covers all the topics covered in the exam. You can also take training courses through Salesforce University or attend workshops and webinars provided by Salesforce partners. Additionally, you can take practice exams to test your knowledge and identify areas where you need to focus your study efforts.

Salesforce Service-Cloud-Consultant Exam is designed for professionals who are looking to validate their skills and knowledge in the field of customer service and support using Salesforce technology. Salesforce Certified Service cloud consultant certification is a critical requirement for those who want to demonstrate their expertise in implementing and managing customer service solutions using the Salesforce Service Cloud. Service-Cloud-Consultant exam is intended for consultants, administrators, and developers who are interested in pursuing a career in customer service and support.

Salesforce Certified Service cloud consultant Sample Questions (Q71-Q76):

NEW QUESTION # 71
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Top Articles sorted descending
B. Most Revised Articles
C. Search Activity Gaps
D. Most Linked Articles

Answer: A

NEW QUESTION # 72
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?

A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Account's Entitlement related list to the Case Lightning Record Page.
C. Add the related Contact's Entitlement related list to the Case Lightning Record Page.

Answer: C

Explanation:
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.

NEW QUESTION # 73
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A. A knowledge article life cycle that evolves based on usage and demand
B. Reduced first contact resolution
C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
D. Reduced issue resolution time

Answer: B,D

NEW QUESTION # 74
For which purpose should a contact center use visual workflow?

A. To automate business processes for agents who troubleshoot customer support issues via phone.
B. To escalate a case to the support manager if it has been open for more than 72 hours.
C. To automatically assign cases to a specific queue based on the customer support level.
D. To assign follow-up tasks to an agent one week after a case is closed.

Answer: A

NEW QUESTION # 75
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Automatic call distribution
B. Knowledge base
C. Service cloud console
D. Customer community

Answer: B,D

Explanation:
Explanation
A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview

NEW QUESTION # 76
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