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Earning the Salesforce Service-Cloud-Consultant certification demonstrates the candidate's expertise in designing and implementing service solutions using Salesforce Service Cloud. This certification is recognized globally and provides a competitive edge in the job market. Employers seek individuals who possess the skills and knowledge required to provide exceptional customer service and support, and this certification validates that the candidate has the ability to do so using Salesforce Service Cloud.

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Salesforce Certified Service cloud consultant Sample Questions (Q27-Q32):

NEW QUESTION # 27
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A. Enable Keyboard shortcutsB. Create multiple Console layoutsC. Configure MacrosD. Define criteria-based record page components

Answer: A

NEW QUESTION # 28
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to
capture the issue, but later realized the caller is not eligible for support. What solution should a consultant
recommend to prevent the scenario from happening in the future?

A. Add the entitlement contacts related list to account recordsB. Add the service contract related list to contact recordsC. Add the assets related list to contact recordsD. Add the entitlements related list to contact records

Answer: D

NEW QUESTION # 29
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?

A. Create a related child case and assign the child case to the product development team.B. Build a repository of Knowledge articles related to integration and share it with the customer.C. Enable Chatter case feed and add product development team members to the case team.D. Create a private Chatter group with customers and invite key individuals to join the group.

Answer: D

NEW QUESTION # 30
What is a benefit of a quality monitoring system? Choose 2 answers

A. Lower the average speed of answer (ASA)B. Enforce a consistent standard of service for customer interactionC. Teach new agents how to handle difficult situationsD. Capture inappropriate word usage and generate reports

Answer: B,D

NEW QUESTION # 31
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

A. Create a macro to send an email with the article to the customer.B. Create a workflow email alert to send the article to the customer.C. Create an auto-response rule to send the article to the customer.D. Create a Lightning email template to send the article to the customer.

Answer: D

NEW QUESTION # 32
......

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