COST-EFFECTIVE SALESFORCE SERVICE-CLOUD-CONSULTANT EXAM PREPARATION MATERIAL WITH FREE DEMOS AND UPDATES

Cost-Effective Salesforce Service-Cloud-Consultant Exam Preparation Material with Free Demos and Updates

Cost-Effective Salesforce Service-Cloud-Consultant Exam Preparation Material with Free Demos and Updates

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Salesforce Service-Cloud-Consultant certification exam is a highly sought-after credential that is designed to validate the knowledge and skills of individuals who work in the service and support domain. Salesforce Certified Service cloud consultant certification is specifically aimed at professionals who are responsible for designing, implementing, and maintaining customer service solutions using Salesforce technologies. Service-Cloud-Consultant Exam assesses the candidate’s ability to configure and manage Salesforce Service Cloud applications, as well as their understanding of best practices for customer service operations.

Salesforce Certified Service cloud consultant Sample Questions (Q13-Q18):

NEW QUESTION # 13
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

  • A. Create a Process Builder with Scheduled Actions.
  • B. Configure Case Escalation Rules.
  • C. Define Case Auto-Response Rules.
  • D. Establish Case Assignment Rules.

Answer: B

Explanation:
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


NEW QUESTION # 14
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

  • A. Set article Org Wide Default to Public ReadWrite.
  • B. Grant Authors access to the FaQ record type
  • C. Add Authors to the FaQ Data Category.
  • D. Grant Authors access to the FAQ article type.

Answer: B

Explanation:
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5


NEW QUESTION # 15
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

  • A. Customers are spending additional time searching for answers.
  • B. Agents do not have access to the same Knowledge articles as customers.
  • C. Self-service deflects easy cases, leaving more complex cases for agents.
  • D. Customers must spend additional time registering for the portal.

Answer: C


NEW QUESTION # 16
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

  • A. Case Assignment Rules, Queues, Public Groups, Omni-Channel
  • B. Escalation Rules, Queues, Chatter Groups, Omni-Channel
  • C. Case Assignment Rules, Queues, Chatter Groups, Live Agent
  • D. Escalation Rules, Queues, Public Groups, Live Agent

Answer: A


NEW QUESTION # 17
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

  • A. Article Types
  • B. Page Layouts
  • C. Support Processes
  • D. Record Types
  • E. Omni-Channel

Answer: C,D,E


NEW QUESTION # 18
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