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Salesforce Service-Cloud-Consultant (Salesforce Certified Service cloud consultant) Exam is a certification test that focuses on the knowledge and skills required to deliver efficient and effective customer service solutions using the Salesforce Service Cloud platform. It is designed for professionals who have experience in designing and implementing customer service solutions on the Salesforce platform. Service-Cloud-Consultant exam is one of the most popular and in-demand Salesforce certifications, and passing it can help professionals advance their career in the Salesforce ecosystem.

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Salesforce Service-Cloud-Consultant Practice Test – Latest Preparation Material [2023]

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To prepare for the exam, Salesforce offers a Service Cloud Consultant certification study guide, which covers all the topics covered in the exam. You can also take training courses through Salesforce University or attend workshops and webinars provided by Salesforce partners. Additionally, you can take practice exams to test your knowledge and identify areas where you need to focus your study efforts.

Salesforce Certified Service cloud consultant Sample Questions (Q103-Q108):

NEW QUESTION # 103
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

• A. Contact Request flow
• B. Direct Messaging
• C. Lightning Component
• D. Case queues

Answer: A

NEW QUESTION # 104
Universal Container’s customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Open CT1
• B. Contact Requests
• C. Embedded Chat Window
• D. Social Customer Service

Answer: C

NEW QUESTION # 105
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

• A. Number of Closed cases on first call
• B. Number of new customers added
• C. Number of cases escalated
• D. Number of open cases per day
• E. Average Number of days to close cases

Answer: C,D,E

NEW QUESTION # 106
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the “Errata” record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A. Create an assignment rule that sends an email to the case contact when a case with the “Errata” record
  type is created
• B. Create an Apex trigger that sends an email to the case contact when a case with the “Errata” record type
  is created
• C. Create a workflow rule and email alert action that sends an email to the case contact when a case with
  the “Errata” record type is created
• D. Create an auto-response rule that sends an email to the case contact when a case with the “Errata” record
  type is created

Answer: C

NEW QUESTION # 107
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

• A. Ensure each laptop has a modern browser installed.
• B. Coach users on minimizing open console tabs.
• C. Add additional components to the Lightning console.
• D. Allow the user to log into Live Agent from multiple browsers.

Answer: A,B

NEW QUESTION # 108
……

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