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Salesforce Service-Cloud-Consultant certification exam is a valuable credential that provides professionals with the opportunity to demonstrate their knowledge and skills in implementing and managing Salesforce Service Cloud solutions. By passing Service-Cloud-Consultant Exam, candidates can enhance their career prospects and demonstrate their commitment to excellence in the service and support domain.
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Salesforce Service-Cloud-Consultant Exam is a challenging test that requires a great deal of preparation and study. Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work in the customer service industry and are looking to specialize in Salesforce's Service Cloud platform. Candidates who pass the exam and obtain the Salesforce Certified Service Cloud Consultant certification will have demonstrated their proficiency in Salesforce's Service Cloud platform and their ability to deliver high-quality customer service.
Salesforce Certified Service cloud consultant Sample Questions (Q61-Q66):
NEW QUESTION # 61
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Answer: C
Explanation:
Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.
NEW QUESTION # 62
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
Answer: D
Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5
NEW QUESTION # 63
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
Answer: D
Explanation:
Explanation
Field Service is the functionality that a consultant should recommend to schedule technicians for repair services when an agent is unable to solve a customer problem via call center. Field Service is a product that allows you to manage your mobile workforce and deliver onsite service to your customers. Field Service can be used to create work orders, schedule appointments, dispatch technicians, track service delivery, and optimize routes. Field Service can also be integrated with other Service Cloud features, such as cases, entitlements, knowledge, or chat. Verified References: [Service Cloud Consultant Certification Guide & Tips], Field Service Overview
NEW QUESTION # 64
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to
capture the issue, but later realized the caller is not eligible for support. What solution should a consultant
recommend to prevent the scenario from happening in the future?
Answer: D
NEW QUESTION # 65
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.
Answer: A,C
NEW QUESTION # 66
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