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Salesforce Service-Cloud-Consultant certification exam is a computer-based exam that consists of 60 multiple-choice questions. Service-Cloud-Consultant exam is timed, with a total time limit of 105 minutes. The passing score for the certification exam is 68%, and the exam fee is $200. Successful completion of the Salesforce Service-Cloud-Consultant certification exam indicates that the individual has the knowledge and skills required to design and implement customer service solutions using Salesforce.

Salesforce Service-Cloud-Consultant exam is a multiple-choice exam that consists of 60 questions. Candidates have 105 minutes to complete the exam and must score a minimum of 68% to pass. Service-Cloud-Consultant Exam covers a range of topics such as designing and implementing Service Cloud solutions, managing cases and solutions, and configuring Salesforce Knowledge.

The Service-Cloud-Consultant certification exam covers a wide range of topics related to Salesforce service cloud, including case management, knowledge management, service level agreements, contact center automation, and omni-channel routing. It also tests the candidate's knowledge of Salesforce's best practices for service cloud implementation, data modeling, and integration with other Salesforce products.

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Salesforce Certified Service cloud consultant Sample Questions (Q137-Q142):

NEW QUESTION # 137
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Use the Lightning Knowledge Migration Tool and choose 'include files'.
B. Use the Files Related List on each article to add files to your articles.
C. Post the Files to the Chatter Feed on each Article.
D. Upload the files as Documents, then relate them to the migrated Articles.

Answer: B

Explanation:
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]

NEW QUESTION # 138
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.
B. Configure Omni-channel to assign cases directly to Tier 2.
C. Configure IVR routing to bypass Tier 1 for the product line.
D. Create a dashboard to track and manage call volumes by type.

Answer: A

Explanation:
Explanation
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview

NEW QUESTION # 139
Milestones can be added to which two Object types?
Choose 2 answers

A. Account
B. Case
C. Work Order
D. Last

Answer: B,C

Explanation:
Explanation
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5

NEW QUESTION # 140
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A. It is an intermediary between a telephony system and a Salesforce CRM call center user
B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
C. It allows voicemails to be captured and stored as attachments on cases
D. It utilizes the SoftPhone capability from within the Salesforce application

Answer: A,D

NEW QUESTION # 141
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A. Number of cases closed by a self-service user
B. Number of cases created using portal
C. Average call handle time by team
D. Number of IVR inquiries without agent involvement

Answer: A,B

NEW QUESTION # 142
......

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Maximize Your Success with Actual4Exams Customizable Service-Cloud-Consultant Salesforce Certified Service cloud consultant Practice Test

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Salesforce Certified Service cloud consultant Sample Questions (Q137-Q142):

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