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Salesforce Service-Cloud-Consultant certification exam is a comprehensive test of knowledge and skills related to the Salesforce Service Cloud platform. It covers various topics such as designing and implementing service solutions, managing cases, implementing omnichannel service, configuring and managing service entitlements, and managing Salesforce Knowledge. Service-Cloud-Consultant Exam also evaluates candidates' knowledge of Salesforce's best practices for customer service, including how to use the platform to improve customer satisfaction and loyalty.

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Salesforce Certified Service Cloud Consultant exam is a comprehensive test that covers a range of topics related to Salesforce Service Cloud. Service-Cloud-Consultant exam is made up of 60 multiple-choice questions that must be completed within 105 minutes. Candidates must score at least 67% to pass the exam. Service-Cloud-Consultant Exam is designed to assess the candidate’s ability to implement and manage Service Cloud solutions, including case management, contact center management, and knowledge management.

Salesforce Certified Service cloud consultant Sample Questions (Q140-Q145):

NEW QUESTION # 140
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

A. Create a Case Macro
B. Activate a validation rule
C. Define case escalation rules
D. Configure flow Builder /Process Builder

Answer: D

NEW QUESTION # 141
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

A. Data Import Wizard
B. Mass Transfer Records
C. Data Loader
D. Change Sets

Answer: C,D

Explanation:
Explanation
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5

NEW QUESTION # 142
Using Import Wizard, how many Asset records can you import at a time?

A. 0
B. You cannot import Assets via Import Wizard
C. 1
D. 100,000
E. 50,000

Answer: B

NEW QUESTION # 143
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

A. Users must have Modify AM permission to delete archived articles.
B. After the migration, an integration process that manages the articles' lifecyde by archiving and
C. URL formats for articles drffer between Classic and Lightning Knowledge.
D. Only Published articles are available in the API.
E. The Amde Type field is no longer accessible via SOQi or the API.

Answer: A,C

Explanation:
These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified References: :
URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge

NEW QUESTION # 144
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A. Change the org-wide default for cases and contacts internal access to private.
B. Create a sharing rule to share the contact record with the site member.
C. Set up a sharing set to grant access based on the site member's contact record.
D. Update the case assignment rule to add the site member to the predefined case team.

Answer: C

Explanation:
Explanation
A sharing set is a feature that allows community members to access records that are not owned by them or shared with them by the org-wide default settings. A sharing set can grant access based on a common lookup field, such as the contact field on the case object. By setting up a sharing set to grant access based on the site member's contact record, the consultant can enable community members to access, create, and manage cases online. Verified References: Service Cloud Consultant Certification Guide & Tips, Sharing Sets Overview

NEW QUESTION # 145
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