VCE SERVICE-CLOUD-CONSULTANT FILE & FREE SERVICE-CLOUD-CONSULTANT VCE DUMPS

Vce Service-Cloud-Consultant File & Free Service-Cloud-Consultant Vce Dumps

Vce Service-Cloud-Consultant File & Free Service-Cloud-Consultant Vce Dumps

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Salesforce Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work with the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification validates the expertise of individuals in designing and implementing solutions that help businesses deliver exceptional customer service experiences. Service-Cloud-Consultant exam is intended for consultants, administrators, developers, and architects who have experience in implementing Service Cloud solutions.

To take the Salesforce Service-Cloud-Consultant Certification Exam, candidates must have a good understanding of Salesforce concepts and have experience working with the Service Cloud. Salesforce recommends that candidates have at least six months of experience working with the Service Cloud before taking the exam. Additionally, candidates should also be familiar with Salesforce administration, including creating and managing users, security, and data access.

Salesforce Service-Cloud-Consultant Exam consists of 60 multiple-choice questions that need to be completed within 105 minutes. Service-Cloud-Consultant exam covers a wide range of topics including service cloud implementation, service cloud data model, case management, knowledge management, service console, and service analytics. Service-Cloud-Consultant exam also tests your ability to understand and interpret customer requirements, design and implement customer solutions, and manage customer relationships.

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Salesforce Certified Service cloud consultant Sample Questions (Q139-Q144):

NEW QUESTION # 139
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

  • A. Entitlements and Milestones
  • B. Case Assignment
  • C. Salesforce Console
  • D. Case Escalation

Answer: A

Explanation:
Explanation
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 140
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers

  • A. Accoun team relationship to the primary contact
  • B. Work order and customer contact escalation requiements
  • C. Visibility and accesst to the work order records
  • D. Case closure rules on the original case
  • E. Total number of accound and contact records in the database

Answer: B,C,D

Explanation:
Explanation
These are three aspects that the consultant should consider to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Work order and customer contact escalation requirements are aspects that affect how urgent and complex the work orders and customer contacts are, and how they should be handled by different levels of agents or managers. Visibility and access to the work order records are aspects that affect who can view and edit the work order records, and how they are shared with other users or groups. Case closure rules on the original case are aspects that affect when and how the original case can be closed, and what actions need to be performed on the related records before closing the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.work_orders_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.sharing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_closure_rules.htm&type=5


NEW QUESTION # 141
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

  • A. Route to agents staffing the assigned overflow queues.
  • B. Route to agents with the most capacity to take on new work.
  • C. Route to agents with the most cases closed for that topic.
  • D. Route to agents with the least amount of active assigned work.

Answer: B,D


NEW QUESTION # 142
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

  • A. Number of IVR inquiries without agent involvement
  • B. Number of cases created using portal
  • C. Average call handle time by team
  • D. Number of cases closed by a self-service user

Answer: B,D


NEW QUESTION # 143
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

  • A. Omni-channel Queue-based routing
  • B. Chat Queue-based routing
  • C. Case Skills-based Assignment Rules
  • D. Omni-channel Skills-based routing

Answer: A

Explanation:
Explanation
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5


NEW QUESTION # 144
......

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