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Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam. >> Service-Cloud-Consultant Certified Questions <<

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How to book the Service-Cloud-Consultant Exam

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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.

Salesforce Certified Service cloud consultant Sample Questions (Q38-Q43):

NEW QUESTION # 38
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

• A. Knowledge One with Article Recommendations
• B. Omni-Channel with Skills-Based Routing.
• C. Experience Cloud with self-support
• D. Live Agent and Live Message

Answer: B
NEW QUESTION # 39
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

• A. Create a Process Builder with Scheduled Actions.
• B. Configure Case Escalation Rules.
• C. Define Case Auto-Response Rules.
• D. Establish Case Assignment Rules.

Answer: B
NEW QUESTION # 40
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

• A. Create a single CSV file, including all article types
• B. Create multiple CSV files, one for each article type
• C. Create HTML files referencing image to be uploaded
• D. Match each new article to an existing article type
• E. Load all articles with the Apex data loader tool

Answer: B,C,D
NEW QUESTION # 41
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
• B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
• C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Answer: B
NEW QUESTION # 42
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)

• A. Case volume by channel.
• B. Open cases by reason.
• C. Cases created by type.
• D. Average case stage duration.

Answer: D
NEW QUESTION # 43
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