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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Topic	Details
Topic 1	Describe the considerations when migrating from Knowledge to Lightning Knowledge Describe the use cases and functionality for each interaction channel
Topic 2	Explain the use cases and benefits for different interaction channels Explain the considerations for data migration and data quality
Topic 3	Given a set of KPIs, determine the appropriate case management solution How to configure the service entitlements and milestones in Salesforce
Topic 4	Evaluate the considerations when designing reports and dashboards to serve different stakeholders Analyze customer requirements to determine an appropriate solution design considering capabilities
Topic 5	Distinguish the key components that contribute to performance optimization within a design Explain the factors that influence key contact center metrics, KPIs, and business challenges

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification. >> Service-Cloud-Consultant Valid Braindumps Book <<

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Salesforce Certified Service cloud consultant Sample Questions (Q64-Q69):

NEW QUESTION # 64
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

• A. Field Service
• B. Contact Request
• C. Mobile Connect
• D. omni Channel

Answer: A
NEW QUESTION # 65
Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)

• A. Auto-response rules
• B. Workflow rules
• C. Case teams
• D. Escalation rules

Answer: B,C
NEW QUESTION # 66
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

• A. First call resolution
• B. Average days to close
• C. Average handle time
• D. Abandon rate

Answer: A,D
NEW QUESTION # 67
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

• A. Add a Validation Rule that ensures each Case has an entitlement.
• B. Add the entitlement lookup field to case page layouts.
• C. Add the entitlement related list to account page layouts.
• D. Add a Validation Rule that ensures each Account has an entitlement.

Answer: C
NEW QUESTION # 68
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

• A. Set the article publish date to automatically display the article on the start datE.
• B. Create a task related to the article with a reminder set for the article start date.
• C. Send an email reminder to update the article status to Published on the start date.
• D. Create a workflow rule to update the article status to Published on the article start date.

Answer: A
NEW QUESTION # 69
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