RELIABLE SALESFORCE SERVICE-CLOUD-CONSULTANT EXAM PREP - SERVICE-CLOUD-CONSULTANT STUDY GUIDE

Reliable Salesforce Service-Cloud-Consultant Exam Prep - Service-Cloud-Consultant Study Guide

Reliable Salesforce Service-Cloud-Consultant Exam Prep - Service-Cloud-Consultant Study Guide

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Passing the Salesforce Service-Cloud-Consultant Exam is a significant achievement and can open up many career opportunities. As a Salesforce Certified Service cloud consultant, you will be able to work with businesses of all sizes and industries, helping them to improve their customer service processes and enhance customer satisfaction. It is a valuable certification that demonstrates your expertise in Salesforce Service Cloud and your commitment to providing excellent customer service.

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To prepare for the Service-Cloud-Consultant Exam, candidates can take advantage of the various study resources and training available from Salesforce. These resources include self-paced online courses, instructor-led training, and study guides. Candidates can also join online study groups or hire a certified Salesforce consultant to help them prepare for the exam.

Salesforce Certified Service cloud consultant Sample Questions (Q15-Q20):

NEW QUESTION # 15
A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.

  • A. First call resolution
  • B. Service level agreement
  • C. Customer satisfaction survey
  • D. Average handle time

Answer: A,C


NEW QUESTION # 16
Milestones can be added to which two Object types?
Choose 2 answers

  • A. Account
  • B. Work Order
  • C. Last
  • D. Case

Answer: B,D

Explanation:
Explanation
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5


NEW QUESTION # 17
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

  • A. Einstein Reply Recommendations
  • B. Einstein Bots 27: B is correct answer
  • C. Einstein Article Recommendations

Answer: C

Explanation:
To help agents locate relevant information more quickly and address the increase in case resolution times, recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries.


NEW QUESTION # 18
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

  • A. Social Customer Service for Twitter and Facebook.
  • B. Social Media Marketing message tagging.
  • C. Einstein Bot social queues.
  • D. Social Persona tor Twitter and Facebook.

Answer: D


NEW QUESTION # 19
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

  • A. Sequential
  • B. Independent
  • C. No Resource
  • D. Auto-Add

Answer: B

Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types


NEW QUESTION # 20
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