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To become a Salesforce Certified Service Cloud Consultant, the candidate must pass the Service-Cloud-Consultant Exam. Service-Cloud-Consultant exam covers topics such as Service Cloud functionality, designing customer service solutions, managing service level agreements, and optimizing customer service processes. Salesforce Certified Service cloud consultant certification is intended for professionals who work in roles such as service managers, customer service representatives, and customer support agents.

Salesforce Certified Service cloud consultant Sample Questions (Q169-Q174):

NEW QUESTION # 169
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?

• A. Einstein Reply Recommendations
• B. Einstein Social Insights add-on
• C. Service Cloud User feature license
• D. Social Service Pro add-on

Answer: D

Explanation:
Explanation
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram.
Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment. Verified References: : Social Service Pro Overview

 

NEW QUESTION # 170
What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

• A. Open the Omni-Channel Supervisor tab.
• B. Change the owner to a queue associated with the routing configuration,
• C. Open the record you want to route.
• D. Enable Debug Omni Channel routing configuration in SttUp.
• E. Log in as a user who is enabled for Omni-Channel access.

Answer: B,C,E

Explanation:
These are three necessary steps to test that the Omni-Channel implementation is routing correctly. Changing the owner to a queue associated with the routing configuration ensures that the record is eligible for routing by Omni-Channel. Logging in as a user who is enabled for Omni-Channel access allows the user to receive work items from Omni-Channel and see the Omni-Channel Utility widget. Opening the record you want to route triggers Omni-Channel to evaluate the record and route it to an available agent based on the routing configuration settings. Verified References: : Test Your Routing Configuration

 

NEW QUESTION # 171
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the Case Age report type.
• B. Create a report using the Case Historical Trending report type.
• C. Create a report using the Case Snapshot report type.
• D. Create a report using the Case Lifecycle report type.

Answer: C

 

NEW QUESTION # 172
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A. Add multiple ELSE IF blocks after the IF block
• B. Add conditional logic to the instructions
• C. Create a formula to build the macro logic around
• D. Add a formula block to the macro

Answer: C,D

 

NEW QUESTION # 173
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

• A. Visual Remote Assistant
• B. Field Service Scheduler
• C. Omni-Channel Routing
• D. Workforce Engagement Self Scheduling

Answer: A

Explanation:
Visual Remote Assistant is a feature that allows you to provide real-time interactive video support to your customers using their mobile devices. You can see what your customers see through their camera, guide them with annotations and pointers, and troubleshoot issues remotely. This solution can improve the support experience while providing expert-level support, as it can reduce the need for dispatching field workers, save time and costs, and increase customer satisfaction. Verified References: [Visual Remote Assistant]

 

NEW QUESTION # 174
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