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Salesforce Books Service-Cloud-Consultant PDF & Free PDF Unparalleled Salesforce Certified Service cloud consultant

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Salesforce Service-Cloud-Consultant Certification Exam is suitable for professionals who work as Service Cloud consultants, Service Cloud administrators, Service Cloud developers, or any other role that involves working with Service Cloud solutions. Salesforce Certified Service cloud consultant certification is also ideal for those who want to enhance their skills and knowledge in Service Cloud and customer service processes.

Salesforce Service-Cloud-Consultant certification is a valuable asset for professionals looking to advance their careers in customer service and support. It demonstrates to employers and clients that the certified individual has a comprehensive understanding of the Salesforce Service Cloud platform and can design and implement effective solutions to meet business needs. In addition, Salesforce certifications are recognized globally, making it easier for certified professionals to find job opportunities and advance their careers.

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Salesforce Certified Service cloud consultant Sample Questions (Q92-Q97):

NEW QUESTION # 92
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?

  • A. Add the related Account's Entitlement related list to the Case Lightning Record Page.
  • B. Add the Case's Entitlement related list to the Case Lightning Record Page.
  • C. Add the related Contact's Entitlement related list to the Case Lightning Record Page.

Answer: C

Explanation:
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.


NEW QUESTION # 93
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the
Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP
of Service is concerned about the ability to sustain the increased hours and added cost to support the higher
call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

  • A. Set up IVR with an automated response for customers affected by the recall to defect calls.
  • B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
    reducing average handle time.
  • C. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
  • D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Answer: A


NEW QUESTION # 94
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

  • A. Implement Employee Communities with Content.
  • B. Implement Customer Communities with Content.
  • C. Implement Partner Communities with Knowledge.
  • D. Implement Customer Communities with Knowledge.

Answer: D


NEW QUESTION # 95
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  • A. Agent utilization
  • B. Number of calls offered
  • C. Quality monitoring score
  • D. Schedule adherence

Answer: A,D


NEW QUESTION # 96
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

  • A. Configuration a blocking duplicate rule
  • B. Set a validation rule
  • C. Create an auto-launched flow.
  • D. Enable Case Merge.

Answer: C


NEW QUESTION # 97
......

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