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Certification PathSalesforce Administrator Certification can act as a prerequisite for this exam.
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Salesforce Certified Service cloud consultant Sample Questions (Q134-Q139):NEW QUESTION # 134
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Answer: C
NEW QUESTION # 135
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
Answer: A
NEW QUESTION # 136
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
Answer: D
NEW QUESTION # 137
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 consultant recommend to address this problem?
Answer: A
NEW QUESTION # 138
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
Answer: C,D
NEW QUESTION # 139
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