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Salesforce Service-Cloud-Consultant certification is a valuable credential for professionals who want to advance their career in customer service and contact centers. Salesforce Certified Service cloud consultant certification not only validates a candidate's expertise in Salesforce Service Cloud but also demonstrates their commitment to ongoing learning and professional development. Salesforce Certified Service Cloud Consultants are in high demand as companies look for professionals with the skills and knowledge to help them optimize their customer service operations.

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Salesforce Service Cloud Consultant Certification is one of the most renowned credentials designed for professionals who have expertise in implementing Salesforce Service Cloud solutions. It is a highly valued certification that enables individuals to demonstrate their knowledge and skills in implementing Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for individuals who work as a Service Cloud consultant, analyst or administrator.

Salesforce Certified Service cloud consultant Sample Questions (Q157-Q162):

NEW QUESTION # 157
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

A. Apex Trigger
B. Scheduled flow
C. Dynamic Form
D. Quick Action

Answer: D

NEW QUESTION # 158
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Number of cases created using Communities by month.
B. Average call handle time by team.
C. Number of cases closed by self-service users.
D. Number of Knowledge articles created each month.

Answer: A,C

Explanation:
Explanation
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]

NEW QUESTION # 159
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of articles created by agent
B. Number of articles attached to a case
C. Number of solutions created by agent
D. Numberof cases escalated by agent

Answer: A,B

NEW QUESTION # 160
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

A. Service Cloud Portal
B. Partner Community Login
C. High Volume Customer Portal
D. Customer Community Login

Answer: A

NEW QUESTION # 161
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 Lightning email template to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a workflow email alert to send the article to the customer.

Answer: B

Explanation:
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates

NEW QUESTION # 162
......

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