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Salesforce Certified Service Cloud Consultant is a certification exam that verifies your skills and knowledge in the field of Salesforce service cloud. Service-Cloud-Consultant Exam is designed for professionals who want to demonstrate their expertise in implementing Salesforce service cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for individuals working in customer service, support, and contact center management roles.

Salesforce Certified Service cloud consultant Sample Questions (Q114-Q119):

NEW QUESTION # 114
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
D. Configure the new app in developer org and use an unmanaged package to deploy to production.

Answer: B

Explanation:
Configuring the new app in a sandbox and using a change-set to push the configuration to production for testing and training is a recommended way to mitigate the concerns of disrupting current operations and impacting customer satisfaction. A sandbox is a copy of the production environment that can be used for development, testing, or training purposes without affecting the live data or users. A change-set is a collection of metadata components that can be deployed from one Salesforce org to another. By using these tools, Universal Containers can ensure that the new app is working as expected and that the agents are familiar with it before making it available in production. Verified References: Service Cloud Consultant Certification Guide
& Tips, Sandbox Overview, Change Sets Overview

NEW QUESTION # 115
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A. Total number of account and contact records in the database
B. Work order and customer contact escalation requirements
C. Visibility and access to the work order records
D. Account team relationship to the primary contact
E. Case closure rules on the original case

Answer: B,C,E

NEW QUESTION # 116
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A. Customer Chatter groups
B. On-Demand Email-to-Case
C. Web-to-Case
D. Email-to-Case

Answer: D

NEW QUESTION # 117
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

A. Einstein Case Routing
B. Case Escalation Rules
C. Omni-Channel Supervisor
D. Screen Flow

Answer: C

NEW QUESTION # 118
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A. Number of calls offered
B. Agent utilization
C. Schedule adherence
D. Quality monitoring score

Answer: B,C

Explanation:
Explanation
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement

NEW QUESTION # 119
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