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To prepare for the Salesforce Service-Cloud-Consultant Exam, candidates should have experience working with the Salesforce Service Cloud and should be familiar with its features and functions. There are numerous resources available to help candidates prepare for the exam, including study guides, practice exams, and training courses. Candidates should also take advantage of the Salesforce Trailhead learning platform, which provides free online training and resources.

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Salesforce Certified Service cloud consultant Sample Questions (Q156-Q161):

NEW QUESTION # 156
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Use Flow Builder to create a flow with scheduled path.
B. Configure case escalation rules.
C. Define case auto-response rules.
D. Estabalish case assignment rules.

Answer: B

Explanation:
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

NEW QUESTION # 157
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

A. field service
B. Mobile connect
C. Contact Requests
D. Omni channel

Answer: A

Explanation:
Field Service is the functionality that a consultant should recommend to schedule technicians for repair services when an agent is unable to solve a customer problem via call center. Field Service is a product that allows you to manage your mobile workforce and deliver onsite service to your customers. Field Service can be used to create work orders, schedule appointments, dispatch technicians, track service delivery, and optimize routes. Field Service can also be integrated with other Service Cloud features, such as cases, entitlements, knowledge, or chat. Verified References: [Service Cloud Consultant Certification Guide & Tips], Field Service Overview

NEW QUESTION # 158
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?

A. Create an FAQ article type and configure the enable suggested articles option in support settings.
B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
D. Define a data category called FAQ and assign category visibility to users in the contact centre role.

Answer: B

NEW QUESTION # 159
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers

A. Enable templates for written responses.
B. Improve the agent interface.
C. Increase the number of agents.
D. Employ surveys to confirm customer satisfaction.

Answer: A,D

NEW QUESTION # 160
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A. Quick Action
B. Escalation rules
C. Apex trigger

Answer: A

Explanation:
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.

NEW QUESTION # 161
......

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