What is a Salesforce Certified Service Cloud Consultant?
A Certified Service Cloud Consultant is an expert who designs and implements sustainable and scalable Service Cloud solutions that meet customer business requirements and contribute to the customer’s long-term success.
Exam questions are provided in Japanese.
Overview of Past Salesforce Service Cloud Consultant Exam Questions.
試験種別 | Service-Cloud-Consultant |
---|---|
Ver | 17.35 |
1
Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent’s requirements?
Choose 2 answers
C,D
2
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
B
3
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem.
B
4
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group’s manager would like a report on their agents” daily call volume, including related case and contact information. How should the consultant recommend the report be created?
D
5
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
C
6
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
C,D,E
7
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?
A
8
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
A,C,D
9
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
D
10
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ….
Which configuration option should be verified?
D