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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.

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The price of the Service-Cloud-Consultant exam is $200 USD. >> Clear Salesforce Service-Cloud-Consultant Exam <<

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Topic	Details
Topic 1	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
Topic 2	Explain the use cases and benefits for different interaction channels Explain the considerations for data migration and data quality
Topic 3	Explain the use cases and considerations for common Service Cloud Integrations Determine appropriate contact center licensing and deployment strategies
Topic 4	Given a set of KPIs, determine the appropriate case management solution How to configure the service entitlements and milestones in Salesforce
Topic 5	Describe the considerations when migrating from Knowledge to Lightning Knowledge Describe the use cases and functionality for each interaction channel
Topic 6	Evaluate the considerations when designing reports and dashboards to serve different stakeholders Analyze customer requirements to determine an appropriate solution design considering capabilities
Topic 7	Explain the use cases, capabilities, and limitations of Service Cloud automation Determine how to facilitate a successful consulting engagement

Salesforce Certified Service cloud consultant Sample Questions (Q116-Q121):

NEW QUESTION # 116
The Universal Containers support center management team would like to leverage Salesforce functionality to
improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

• A. Create escalation rules to re-assign cases after SLAs have expired.
• B. Enable and use Chatter feed tracking on the case object.
• C. Enable the Service Cloud Console and Knowledge sidebar for agents.
• D. Create case teams and introduce swarming to resolve cases.

Answer: B,D
NEW QUESTION # 117
A customer has recently implemented an on-premise telephony system that is common in the industry. This
customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a
consultant recommend?

• A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
• C. Create an API integration between Salesforce and the telephony system.
• D. Implement an on demand telephony solution provided by a vendor.

Answer: B
NEW QUESTION # 118
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

• A. Use the routing queues provided with Salesforce for Twitter and Facebook
• B. Use Twitter-to-Case and add workflow rules to the case object
• C. Enable social profile and add workflow rules to the contact object
• D. Enable social profile and add assignment rules to the case object

Answer: D
NEW QUESTION # 119
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?

• A. Add Authors to the FAQ Data Category.
• B. Grant Authors access to the FAQ article type.
• C. Grant Authors access to the FAQ record type.
• D. Set Article Org Wide Default to Public ReadWrite.

Answer: C
NEW QUESTION # 120
For which purpose should a contact center use Visual Flow?

• A. To automate business processes for agents who troubleshoot customer support issues via phone
• B. To escalate to the support manager if it has been open for more than 72 hours
• C. To automatically assign cases to a specific queue based on the customer support level
• D. To assign follow-up tasks to an agent one week after a case is closed.

Answer: A
NEW QUESTION # 121
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