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New Certified Service Cloud Consultant Service-Cloud-Consultant Exam Practice Questions

Total 174 Questions

Last Updated On: 20-Nov-2024

Question # 1

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases. What is the recommended method to meet the requirements?
A. Select Flag as new version' checkbox when publishing.
B. Use Smart Link to Article to select the prior version.
C. Enable Knowledge User for Service Agents.
D. Use the Clone option to create a new article.

A. Select Flag as new version' checkbox when publishing.

Explanation: When you edit an article in Salesforce Knowledge, you can choose to flag it as a new version when you publish it. This option creates a new version of the article with a new version number and keeps the previous version in an archived state. The archived version is still associated with the closed cases that it was attached to, while the new version is available for future cases. This way, you can see that a prior article version was associated with the closed cases.
Verified References: [Flag an Article as a New Version When You Publish It]

Question # 2

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
A. Both Service Reps can chat with the Customer.
B. The Customer does not know they were transferred.
C. The Chat Transcript and Case are transferred.
D. The Customer is shown the new Representative's Name

C. The Chat Transcript and Case are transferred.
D. The Customer is shown the new Representative's Name

Question # 3

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package

A. Change set

Explanation:
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users’ functional access without changing their profiles.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview

Question # 4

Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?
A. Design
B. Enablement
C. Test

A. Design

Explanation: Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.

Question # 5

Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements? Choose 2 answers
A. Social Customer Service
B. Service Console
C. Messaging
D. Chat

B. Service Console
C. Messaging

Explanation:
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools.
Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.
Verified References: :
Service Console Overview : : Messaging Overview

Question # 6

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?
A. Add the Knowledge related list to the case page layout.
B. Add the Knowledge object to global search objects.
C. Add the Knowledge component on the case Lightning record page.

C. Add the Knowledge component on the case Lightning record page.

Explanation: Adding the Knowledge component to the case Lightning record page is the most effective solution for suggesting relevant Knowledge articles to agents based on case information. This component dynamically displays articles related to the case's details, such as subject and description, directly within the agent's workspace. It uses the case data to search the Knowledge base and present the most applicable articles, aiding agents in finding solutions more quickly and efficiently. This integration enhances the support process by providing agents with easy access to a wealth of information, potentially reducing case resolution times and improving customer satisfaction.

Question # 7

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answer
A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence

B. Agent utilization
D. Schedule adherence

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FAQs of Service-Cloud-Consultant Exam

What type of Industry Knowledge is essential for the Salesforce Service-Cloud-Consultant exam?

For the Salesforce Service-Cloud-Consultant exam, a strong grasp of contact center operations, key metrics, and customer service best practices is crucial. Realbraindumps provides comprehensive study materials and practice tests to help understand these industry-specific concepts.

How can Implementation Strategies be mastered for the Salesforce Service-Cloud-Consultant certification?

Mastering implementation strategies involves understanding the steps for successful Salesforce deployments, including requirement gathering and solution design. Realbraindumps offers detailed question answers and practice tests covering these strategies.

Can Realbraindumps help in understanding Service Cloud Solution Design?

Yes, Realbraindumps provides specialized braindumps and study material that focus on Service Cloud Solution Design, including analyzing customer requirements and designing effective Salesforce solutions.

What resources does Realbraindumps offer for mastering Knowledge Management in Salesforce?

Realbraindumps offers a variety of study materials and braindumps that cover aspects of Knowledge Management, including managing knowledge articles and data categories in Salesforce. https://www.realbraindumps.com/service-cloud-consultant-braindumps.html

Are there practice tests for Interaction Channels on Realbraindumps?

Absolutely, Realbraindumps provides practice tests that cover various interaction channels within Salesforce, such as email, chat, social media, and how they integrate with Service Cloud.

How does Realbraindumps aid in learning about Case Management for the Service-Cloud-Consultant exam?

Realbraindumps offers detailed study guides and practice questions focused on Case Management, including case resolution and escalation processes in Salesforce.

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Yes, there are resources available on Realbraindumps that delve into Contact Center Analytics, helping you understand how to create effective reports and dashboards for different stakeholders.

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The study material covers a range of integration topics, including common Service Cloud integrations and best practices for data integration and management.

What are the prerequisites for taking the Salesforce Service-Cloud-Consultant exam?

The Salesforce Service-Cloud-Consultant exam typically requires candidates to have a good understanding of Salesforce features and functionality, especially within Service Cloud. A Salesforce Administrator certification is often recommended before taking this exam.

How long is the Salesforce Service-Cloud-Consultant exam, and what is the format?

The exam is usually around 90-105 minutes long and consists of multiple-choice questions. The exact number of questions can vary.

What types of jobs can I apply for after obtaining the Service-Cloud-Consultant certification?

With this certification, you can look for roles such as Salesforce Service Cloud Consultant, Salesforce Administrator, CRM Manager, and Customer Service Manager, where you'll utilize your knowledge in optimizing Salesforce Service Cloud for businesses.

What is the average salary for a Salesforce Service-Cloud-Consultant certified professional?

Salaries can vary widely based on location, experience, and the specific role. However, professionals with the Service-Cloud-Consultant certification often see a competitive salary in the CRM and customer service management fields.

Are there any continuing education requirements for maintaining the Service-Cloud-Consultant certification?

Yes, Salesforce requires certified professionals to complete maintenance modules on Trailhead to keep up with product updates and maintain their certification.

How does the Service-Cloud-Consultant certification benefit my career?

This certification demonstrates your expertise in Salesforce Service Cloud, making you a valuable asset for organizations that use Salesforce. It can lead to career advancement opportunities, higher earning potential, and a deeper understanding of customer service processes and technologies.

What are the current industry trends that Salesforce Service Cloud consultants should be aware of?

Key trends include the increasing importance of AI and machine learning in customer service, the integration of various communication channels into a unified service platform, and the growing need for personalized customer experiences.

What are the challenges faced by Service Cloud consultants in the industry?

Challenges include staying updated with the continuous Salesforce updates, integrating Service Cloud with diverse systems, and tailoring solutions to meet specific business needs.

How has the demand for Salesforce Service Cloud consultants changed in recent years?

The demand for skilled Salesforce Service Cloud consultants has grown as more companies adopt Salesforce to manage their customer service operations and seek to leverage its full potential for enhancing customer experience.