SALESFORCE SERVICE-CLOUD-CONSULTANT REVIEW GUIDE & LATEST SERVICE-CLOUD-CONSULTANT MOCK TEST

Salesforce Service-Cloud-Consultant Review Guide & Latest Service-Cloud-Consultant Mock Test

Salesforce Service-Cloud-Consultant Review Guide & Latest Service-Cloud-Consultant Mock Test

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Salesforce Service Cloud Consultant Certification is one of the most renowned credentials designed for professionals who have expertise in implementing Salesforce Service Cloud solutions. It is a highly valued certification that enables individuals to demonstrate their knowledge and skills in implementing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for individuals who work as a Service Cloud consultant, analyst or administrator.

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Salesforce Service-Cloud-Consultant certification is designed for professionals who want to demonstrate their expertise in the configuration and implementation of Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam is intended for individuals who have experience in the Service Cloud domain and are looking to validate their skills and knowledge in the field. The Salesforce Service-Cloud-Consultant certification is a globally recognized credential that can help professionals to enhance their career prospects and open up new job opportunities.

Salesforce Service-Cloud-Consultant exam is designed for professionals who specialize in Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is ideal for professionals who are responsible for designing, configuring, and implementing solutions that support customer service and support processes. Service-Cloud-Consultant Exam Tests the candidate's knowledge of Salesforce Service Cloud features and functionality, including case management, service level agreements, entitlements, and knowledge management. Salesforce Certified Service cloud consultant certification requires candidates to have a deep understanding of the Salesforce platform and its capabilities as they relate to customer service and support.

Salesforce Certified Service cloud consultant Sample Questions (Q195-Q200):

NEW QUESTION # 195
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers

  • A. On the footer of the Lightning Console
  • B. On a new tab in the agent's browser
  • C. On the Highlights Panel of a Primary tab
  • D. On the left sidebar of Salesforce Classic

Answer: A,D


NEW QUESTION # 196
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?

  • A. Share the Folder with Quick text for each language.
  • B. Use translation Workbech to localize each Quick Text.
  • C. Set the Organization-Wide default to Public Ready Only.
  • D. Share each Quick Text individually to Public Groups.

Answer: A

Explanation:
Explanation
Sharing the Folder with Quick Text for each language is the recommended solution to meet the requirements, because it allows CK to consolidate, translate, and share the common responses as Quick Text. Quick Text is a feature that enables service agents to insert predefined messages, such as greetings, answers, or closing statements, into emails, chats, tasks, events, and more. Quick Text can be organized into folders and shared with different groups of users based on their language or role. Quick Text can also be translated into multiple languages using Translation Workbench or a third-party service. Verified References: : Quick Text Overview :: Share Quick Text Using a Folder in Lightning Experience : : Translate Quick Text


NEW QUESTION # 197
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?

  • A. Use Dynamic Forms to conditionally hide the one-click field.
  • B. Configuration a Validation Rule to block on-click calling.
  • C. Configure Dialer to use Voicemail Crop by default.
  • D. Set the Contact Do not Call field value to true.

Answer: D

Explanation:
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5


NEW QUESTION # 198
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

  • A. All Cases closed Month-to-date
  • B. All Cases by Customer
  • C. Case resolution time
  • D. All open Cases by Priority
  • E. All open cases by Channel

Answer: A,B,C

Explanation:
Explanation
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview


NEW QUESTION # 199
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

  • A. Create an autolaunched Flow,
  • B. Set up duplicate rules on Case.
  • C. Enable Case Merge.

Answer: C

Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


NEW QUESTION # 200
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