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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Topic	Details
Topic 1	Explain the use cases, capabilities, and limitations of Service Cloud automation Determine how to facilitate a successful consulting engagement
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	Explain the use cases and considerations for common Service Cloud Integrations Determine appropriate contact center licensing and deployment strategies
Topic 5	Compare and contrast the different types of contact centers and their business drivers Understand the key factors to consider when implementing a Knowledge data migration strategy
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	Describe the considerations when migrating from Knowledge to Lightning Knowledge Describe the use cases and functionality for each interaction channel
Topic 8	Identify use cases and capabilities of Social Customer Service Understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning

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Salesforce Certified Service cloud consultant Sample Questions (Q43-Q48):

NEW QUESTION # 43
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

• A. Escalate a question to a case
• B. Answers can be exposed to partner portal users
• C. Knowledge articles can be created from Answers
• D. Select best answers for questions.
• E. External users can subscribe to Answers

Answer: A,C,D
NEW QUESTION # 44
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?

• A. Custom Lightning Component
• B. Omni-Channel
• C. AppExchange solution
• D. Social Conversation Component

Answer: D
NEW QUESTION # 45
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

• A. Net promoter Score
• B. customer satisfaction Survey
• C. Customer Purchase History
• D. Service Level Agreement
• E. Customer Support Requests

Answer: A,B,C
NEW QUESTION # 46
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the
consultant do to overcome this? choose 2 options

• A. Use auto response rule to send an email
• B. Identify those cases and assign to the closure team
• C. Use escalation rule to send an email
• D. Supervisors to investigate those cases

Answer: B,D
NEW QUESTION # 47
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

• A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
• B. A knowledge article life cycle that evolves based on usage and demand
• C. Reduced first contact resolution
• D. Reduced issue resolution time

Answer: C,D
NEW QUESTION # 48
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