Genuine Salesforce Service-Cloud-Consultant Exam Questions [2023]

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The Salesforce Service Cloud platform is a powerful tool for managing customer service operations, and the Service-Cloud-Consultant certification is a valuable asset for professionals who work with this platform. This certification demonstrates that an individual has the skills and knowledge needed to design and deploy Service Cloud solutions that meet the needs of their organization. It is a great way to enhance your career prospects and differentiate yourself in a competitive job market.

Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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Salesforce Certified Service cloud consultant Sample Questions (Q31-Q36):

NEW QUESTION # 31
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A. Force.com Sites with Knowledge and Web-to-Case
B. Force.com Sites and High-Volume Customer Portal
C. Force.com Sites with Knowledge and Email-to-Case
D. Visualforce and Self-Service Portal

Answer: B

NEW QUESTION # 32
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?

A. Enable Omni-Channel Case assignment
B. Configure a Visual Flow Troubleshooting Action
C. Define separate Record Types for Tier 1 and Tier 2
D. Implement Lightning Guided Engagement

Answer: B,D

NEW QUESTION # 33
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A. Workforce management and customer satisfaction score
B. Average handling time and first call resolution time
C. Agent skill-based routing and predictive dialer
D. Automatic call distributor and interactive voice response

Answer: D

NEW QUESTION # 34
Universal Banking has customer support operations in both Canada and the United States. Compliance
regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A. Create geography-based roles to restrict access using data categories
B. Create geography-based roles to restrict access by mapping article types
C. Create geography-based profiles to restrict access by mapping article types
D. Create geography-based profiles to restrict access using data categories

Answer: A

NEW QUESTION # 35
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

A. Salesforce Connect
B. External Objects
C. Custom Objects
D. Middle-tier integration

Answer: A,B

NEW QUESTION # 36
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