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To pass the Salesforce Service-Cloud-Consultant Exam, candidates should have a thorough understanding of Salesforce Service Cloud features and functionality. They should also have experience in implementing and configuring Service Cloud solutions, including case management, knowledge management, and service console. Candidates should also have experience in designing and implementing complex business flows and integrations using Salesforce Service Cloud.

Earning the Salesforce Service-Cloud-Consultant certification demonstrates the candidate's expertise in designing and implementing service solutions using Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification is recognized globally and provides a competitive edge in the job market. Employers seek individuals who possess the skills and knowledge required to provide exceptional customer service and support, and this certification validates that the candidate has the ability to do so using Salesforce Service Cloud.

Salesforce Certified Service cloud consultant Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A. Human Resources (HR) help desk
B. Telemarketing center
C. Information Technology (IT) help desk
D. Telesales center

Answer: C

NEW QUESTION # 78
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. Web-to-Case
B. Email-to-Case
C. AppExchange package

Answer: B

Explanation:
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.

NEW QUESTION # 79
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. Email to case with web to case
B. Email to care with Site
C. On-demand email to case with sites
D. On-demand email to case

Answer: A

NEW QUESTION # 80
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

A. Measure difference in CSAT ol cases with and without articles attached.
B. Track not promoter scores as part of an automated survey after case closure for every cote.
C. Track the average calls per day, average cases per agent, and average cases per case type.
D. Benchmark the average cases per agent versus the team average across each case channel

Answer: B

Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5

NEW QUESTION # 81
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A. Create a case queue for all created or updated cases.
B. Create an email alert notification for Case Teams.
C. Create a case list view that is filtered by My Case Teams.
D. Create a case report that displays all created or updated cases.

Answer: A,B

NEW QUESTION # 82
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