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Professionals who achieve the Salesforce Service-Cloud-Consultant certification are recognized as experts in Salesforce Service Cloud and are equipped to deliver exceptional customer service experiences. Salesforce Certified Service cloud consultant certification not only validates the skills and knowledge of professionals but also opens up numerous career opportunities in the field of Salesforce Service Cloud. With the increasing demand for customer-centric solutions, the Salesforce Service-Cloud-Consultant Certification is an excellent way to enhance your career prospects and gain a competitive edge in the job market.
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Salesforce Certified Service cloud consultant Sample Questions (Q93-Q98):
NEW QUESTION # 93
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Abandon rate
- C. First call resolution
- D. Average handle time
Answer: B,C
NEW QUESTION # 94
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter or Cosed When Created equals true
- B. Filter where Dete/Time Opened equals Created Date
- C. Filter on Status equals Ctosea Resolved
- D. Filter where Closed Date equals Created Date
Answer: B
NEW QUESTION # 95
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Force.com migration tool, Force.com IDE, and change sets
- B. Data loader, change sets, and Force.com Excel Connector
- C. Mass Transfer Records, change sets, and Force.com migration tool
- D. Visual Workflow, data loader, and Force.com IDE
Answer: A
NEW QUESTION # 96
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
- A. Omni-Channel with Capacity-Based Routing
- B. Omni-Channel with Einstein Case Routing
- C. Omni-Channel with Queue-Based Routing
Answer: A
Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.
NEW QUESTION # 97
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Emebedded Chat Service
- B. Web-to-Case
- C. Customer Community
- D. Case Assignment Rules
Answer: A
Explanation:
Explanation
Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.htm&type=5
NEW QUESTION # 98
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