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New Certified Service Cloud Consultant service-cloud-consultant Exam Practice Questions

Total 174 Questions

Last Updated On: 22-Nov-2024

Question # 1

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases. Which action should a Service Cloud consultant recommend?
A. Enable Case Merge.
B. Create an auto-launched flow.
C. Configuration a blocking duplicate rule
D. Set a validation rule

A. Enable Case Merge.

<b>Explanation:</b> Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: : Merge Duplicate Cases in Lightning Experience

Question # 2

How should a consultant configure a report that shows the average number of days that Cases stay open?
A. Create a report snapshot of the number of open Cases each day.
B. Use the standard Case Age field on the report.
C. Create a formula field on Case to calculate the average age.

B. Use the standard Case Age field on the report.

Explanation:
The standard Case Age field in Salesforce reports is designed to track the duration for which a case remains open. By including this field in a report, consultants can easily calculate and analyze the average number of days that cases stay open, providing valuable insights into case resolution times. This metric is crucial for understanding the efficiency of the service team and identifying areas for process improvement. The Case Age field automatically calculates the time from case creation to closure (or the current time if the case is still open), making it a straightforward and effective way to monitor case resolution performance without the need for custom calculations or snapshots.

Question # 3

What is a common deflection technique to reduce the number of interactions for a contact center?
A. Recommend articles during a call from a support agent.
B. Suggest articles for an Email-ta-Case question.
C. Recommend articles prior to a Chat session.

C. Recommend articles prior to a Chat session.

Explanation:
A common deflection technique in contact centers is to provide self-service options like Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.

Question # 4

A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases. What is the recommended method for managers to coach agents?
A. Use Omni-Channel Supervisor to monitor agents' chat sessions.
B. Use an Einstein Bots Chat to handle common issues.
C. Use skills-based routing in Salesforce Messaging.
D. Use Einstein Chat Insight to identify areas to improve.

D. Use Einstein Chat Insight to identify areas to improve.

Question # 5

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

D. Configure case escalation rules.

Explanation:
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

Question # 6

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
A. in a Private sharing model, only queue members can take ownership or cases in the Queue.
B. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
C. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
D. In a Public Read Only sharing model, al users can view cases in a Queue.

D. In a Public Read Only sharing model, al users can view cases in a Queue.

Question # 7

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram. What is the recommended license to meet the requirement?
A. Service Cloud User feature license
B. Einstein Reply Recommendations
C. Einstein Social Insights add-on
D. Social Service Pro add-on

D. Social Service Pro add-on

Explanation:
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram. Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment.
Verified References: : Social Service Pro Overview

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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.

Does Realbraindumps include materials on Contact Center Analytics for the Salesforce exam?

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.

What kind of Integration topics are covered in Realbraindumps’ study material for the Salesforce Service-Cloud-Consultant exam?

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.