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Salesforce Service-Cloud-Consultant Certification Exam is a prestigious certification for professionals who want to validate their skills and knowledge in the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification is designed for consultants, administrators, architects, and developers who have experience in implementing and managing customer service solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam tests the candidate's understanding of best practices, design considerations, and implementation strategies for customer service solutions on the Salesforce platform.

Salesforce Certified Service cloud consultant certification is designed for professionals who specialize in implementing and managing the Salesforce Service Cloud. It is intended for individuals who have experience in configuring and managing Service Cloud solutions in a customer-facing role. Salesforce Certified Service cloud consultant certification is ideal for professionals who work with customers to provide support, manage cases, and resolve issues.

Salesforce Certified Service cloud consultant Sample Questions (Q144-Q149):

NEW QUESTION # 144
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

A. Service Console Macros
B. Path for Cases
C. Lightning Guided Engagement
D. Lighining Row Component

Answer: B

Explanation:
Path for Cases is a feature that can allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting. Path for Cases is a feature that allows administrators to define the key stages and steps for resolving cases in Salesforce. Path for Cases can help agents track the progress of each case and see the guidance and tips for each stage. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.path_setup_cases.htm&type=5

NEW QUESTION # 145
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?

A. Use case teams to close
B. Use escalation rules
C. Use entitlements to define a process and milestones

Answer: C

NEW QUESTION # 146
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?

A. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
B. Add the Case's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.

Answer: A

Explanation:
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.

NEW QUESTION # 147
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. in a Private sharing model, only queue members can take ownership or cases in the Queue.
B. In a Public Read Only sharing model, al users can view cases in a Queue.
C. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
D. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

Answer: A,C

NEW QUESTION # 148
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?

A. Einstein Next Best Action
B. Trailhead
C. Experience Cloud site

Answer: C

Explanation:
For onboarding new employees and delivering new hire training more efficiently, including providing access to job information such as benefits, internal job openings, and mandatory employee training, an Experience Cloud site is the recommended solution. Experience Cloud sites enable organizations to create branded, mobile-responsive portals for specific user groups, such as new hires. This platform can be customized to deliver a wide range of content, including training modules, HR documents, benefits information, and internal job listings, in a user-friendly format. It also facilitates engagement and collaboration among new hires and HR, enhancing the onboarding experience and ensuring that new employees have easy access to all the resources they need to start their journey with the company successfully.

NEW QUESTION # 149
......

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100% Pass Quiz Authoritative Salesforce - Service-Cloud-Consultant - Salesforce Certified Service cloud consultant Exam Tips

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Salesforce Certified Service cloud consultant Sample Questions (Q144-Q149):

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