100% Pass Quiz 2024 Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant Perfect Test Tutorials

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Obtaining the Salesforce Service-Cloud-Consultant certification is a valuable achievement for professionals who wish to demonstrate their expertise in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification not only enhances the credibility of the individual but also opens up new career opportunities in the Salesforce ecosystem. With the increasing demand for customer service solutions on the Salesforce platform, this certification is a great way to showcase your skills and expertise in the field.

Salesforce Service-Cloud-Consultant certification exam is designed for professionals who specialize in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification demonstrates a thorough understanding of the Salesforce Service Cloud platform and its capabilities, including service automation, knowledge management, and omni-channel support. Salesforce Certified Service cloud consultant certification is ideal for those who work in customer service, support, and call center management.

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Salesforce Certified Service cloud consultant Sample Questions (Q71-Q76):

NEW QUESTION # 71
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

A. Approval process
B. Flow with notifications
C. Reports and dashboards

Answer: A

Explanation:
To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

NEW QUESTION # 72
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

A. Strategies to maximize call deflection
B. Integration with Lead Generation team and apps
C. Performance for high volume of interactions
D. Integration with Field service teams and apps

Answer: B,C

NEW QUESTION # 73
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.
B. Provide a timeline that addresses all the requirements.
C. Identify the requirements needed for initial GoLive.
D. Organize the requirements from largest to smallest.

Answer: C

Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices

NEW QUESTION # 74
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Optimize the customer community for mobile devices to have access to the same support as desktops.
B. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
E. Create a central "Contact Us" page which provides access to all available channels.

Answer: A,D,E

Explanation:
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]

NEW QUESTION # 75
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A. Configure Case Feed page layouts
B. Configure the Case highlights panel
C. Create Salesforce Classic Quick Action
D. Add a Visualforce page to the Case layout

Answer: A

NEW QUESTION # 76
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