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Salesforce Service-Cloud-Consultant Exam is designed for professionals who are looking to validate their skills and knowledge in the field of customer service and support using Salesforce technology. Salesforce Certified Service cloud consultant certification is a critical requirement for those who want to demonstrate their expertise in implementing and managing customer service solutions using the Salesforce Service Cloud. Service-Cloud-Consultant Exam is intended for consultants, administrators, and developers who are interested in pursuing a career in customer service and support.

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Salesforce Service-Cloud-Consultant certification exam is designed for professionals who have expertise in the Salesforce service cloud platform. Salesforce Certified Service cloud consultant certification validates the skills and knowledge required to design and implement Salesforce service cloud solutions that meet customer requirements. Service-Cloud-Consultant Exam consists of 60 multiple-choice questions and costs $200 for registration.

Salesforce Certified Service cloud consultant Sample Questions (Q110-Q115):

NEW QUESTION # 110
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

A. Force.com IDE
B. Agile
C. Kanban
D. Waterfall

Answer: B

NEW QUESTION # 111
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Enable Live Agent in their community to chat with an agent.
B. Install an adapter from AppExdiange to work with third-party cn systems.
C. Create a softphone layout and assign to user profiles.
D. Assign the Salesforce CTI license to Salesforce users.
E. Assign the correct Salesforce users to the Call Center.

Answer: B,C,E

NEW QUESTION # 112
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)

A. First call resolution
B. Abandon rate
C. Average days to close
D. Average handle time

Answer: A,B

NEW QUESTION # 113
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

A. WDC Only User
B. Salesforce Platform
C. Knowledge Only User
D. Satesforce

Answer: C

NEW QUESTION # 114
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. Social Customer Service
B. Open CT1
C. Contact Requests
D. Embedded Chat Window

Answer: D

Explanation:
Explanation
Embedded Chat Window is the functionality that a consultant should recommend implementing to resolve the issue of heavy amount of phone calls and customer complaints about the hold time. Embedded Chat Window is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Window can be added to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Window also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Embedded Chat Window can help reduce the volume of phone calls and improve customer satisfaction by providing an alternative and convenient channel for customers to get support for complex product issues. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview

NEW QUESTION # 115
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