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Salesforce Service-Cloud-Consultant Dumps

Exam Code:
Service-Cloud-Consultant
Exam Name:
Salesforce Certified Service cloud consultant (SP24)
Last Update: Jun 17, 2024
177 Questions with Explanation
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Salesforce Certified Service cloud consultant (SP24) Practice Questions

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Service-Cloud-Consultant FAQs

A Service Cloud Consultant specializes in configuring and optimizing Salesforce's Service Cloud platform. They design solutions to enhance customer service processes, streamline workflows, and improve overall customer support experiences.

To become a Salesforce Service Cloud Consultant, follow these steps:

  • Master Salesforce basics.
  • Gain experience in customer service roles.
  • Earn Salesforce Administrator and Service Cloud certification.
  • Build expertise in Service Cloud features.
  • Gain practical experience through projects.
  • Stay updated with Salesforce developments.
  • Apply for consultant positions and showcase your skills.

Exact regional pass rates for the Service Cloud Consultant exam are not publicly disclosed. Salesforce typically provides aggregate pass rates for all its certifications but doesn't break down the numbers by region. You can contact Salesforce directly or explore online forums for unofficial insights on pass rates by region.

On your resume, mention "Salesforce Certified Service Cloud Consultant" in the Certifications section, along with the certification date. Highlight relevant projects and achievements to demonstrate your expertise effectively to potential employers.

Yes, in-depth knowledge of Salesforce's Lightning Service Console is crucial for the exam. It tests proficiency in navigating and customizing the console, crucial for effective case management and delivering enhanced customer service within the Salesforce Service Cloud environment.

The exam assesses knowledge of customer service workflows in Salesforce through practical scenarios and case studies. It focuses on evaluating candidates' abilities to configure and manage efficient workflows, ensuring streamlined customer interactions and effective resolution of service cases within the Salesforce platform.

Yes, practical experience with Salesforce's case management features is essential for the exam. It tests hands-on skills in handling, tracking, and resolving customer cases, ensuring candidates are proficient in using Salesforce tools for effective and efficient case management in real-world scenarios.

Understanding Salesforce's knowledge base is vital for the Service-Cloud-Consultant Exam. It evaluates how well candidates can utilize, manage, and optimize this resource to enhance customer service efficiency and support decision-making within the Salesforce Service Cloud framework.

The exam evaluates knowledge of SLAs in Salesforce by testing how candidates design, implement, and manage SLAs within the platform. It focuses on ensuring candidates can effectively align Salesforce features with specific SLA requirements, optimizing customer service and organizational compliance.

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Salesforce Certified Service cloud consultant (SP24) Questions and Answers

Questions 1

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to

create a swarm in Slack to pull in experts from multiple CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Options:

A.

Escalation rules

B.

Apex trigger

C.

Quick Action

Questions 2

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to

customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that

have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Options:

A.

Einstein Next Best Action

B.

Service Analytics Predictions

C.

Visual Remote Assistant

Questions 3

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a

customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?

Options:

A.

Case History related list

B.

Actions & Recommendations component

C.

Activity analytics tab

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