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In order to achieve the certification, candidates must successfully pass a 60-question multiple-choice exam that tests their knowledge of Salesforce Service Cloud features, functionality, and best practices. Service-Cloud-Consultant exam covers a wide range of topics, including service cloud automation, case management, service cloud analytics, and integration with other Salesforce clouds.

Salesforce Service-Cloud-Consultant certification exam is designed for professionals who specialize in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification demonstrates a thorough understanding of the Salesforce Service Cloud platform and its capabilities, including service automation, knowledge management, and omni-channel support. Salesforce Certified Service cloud consultant certification is ideal for those who work in customer service, support, and call center management.

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Salesforce Certified Service cloud consultant Sample Questions (Q46-Q51):

NEW QUESTION # 46
A company receives support requests through a variety of email addresses and web forms for different parts of
the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate
representatives?

A. Case Assignment Rules, Queues, Public Groups, Omni-Channel
B. Escalation Rules, Queues, Chatter Groups, Omni-Channel
C. Escalation Rules, Queues, Public Groups, Live Agent
D. Case Assignment Rules, Queues, Chatter Groups, Live Agent

Answer: A

NEW QUESTION # 47
Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?

A. Create an agent profile for each channel grouping.
B. Create a unique case page layout for each channel grouping.
C. Create an agent role for each channel grouping.
D. Create a service cloud console to support all channel groupings.

Answer: B

NEW QUESTION # 48
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

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

Answer: C

NEW QUESTION # 49
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
B. It does NOT require a software install for each call center user on a Windows-based PC.
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
E. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

Answer: C,D,E

NEW QUESTION # 50
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A. To provide information planning planned maintenance
B. To provide online security threat information
C. To provide live and historical data on system performance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans

Answer: A,B,C

NEW QUESTION # 51
......

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