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What is the duration of the Service-Cloud-Consultant Exam

• Number of Questions: 60
• Format: Multiple choices, multiple answers
• Length of Examination: 105 minutes
• Passing Score: 67%

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Salesforce Certified Service cloud consultant Sample Questions (Q20-Q25):

NEW QUESTION # 20
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

• A. Lightning External Apps Starter
• B. Customer Community Plus
• C. Customer Community
• D. High Volume Customer Portal

Answer: B
NEW QUESTION # 21
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers

• A. Interactive Voice Response (IVR)
• B. Workflow Management (WFM)
• C. Chat log history
• D. Automatic Call Distributor (ACD)
• E. Entitlements

Answer: B,D
NEW QUESTION # 22
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

• A. Auto launch flow
• B. Salesforce Console for Service
• C. Process Builder
• D. Visualforce custom page Questions & Answers PDF Page 6

Answer: B
NEW QUESTION # 23
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

• A. Contracts and SLASs
• B. Chatter Answers
• C. Contacts
• D. Cases

Answer: B,C
NEW QUESTION # 24
Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?

• A. Create a service cloud console to support all channel groupings.
• B. Create an agent profile for each channel grouping.
• C. Create an agent role for each channel grouping.
• D. Create a unique case page layout for each channel grouping.

Answer: D
NEW QUESTION # 25
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