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Salesforce Service-Cloud-Consultant certification is highly valued in the job market as it demonstrates the candidate’s expertise in Service Cloud solutions. Salesforce Certified Service cloud consultant certification is beneficial for professionals working in customer service, sales, marketing, and IT departments. Salesforce certified consultants are in high demand as companies are increasingly adopting Salesforce technology to manage their customer relationships.

Salesforce Service Cloud Consultant certification exam tests an individual's knowledge of the Salesforce Service Cloud application and its functionality. It is a comprehensive exam that covers a wide range of topics, including Service Cloud data model, service console, knowledge management, case management, and integration with other applications. Service-Cloud-Consultant Exam is designed to ensure that certified professionals have the skills and expertise needed to implement and manage Service Cloud solutions that meet their clients' needs.

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Salesforce Certified Service cloud consultant Sample Questions (Q195-Q200):

NEW QUESTION # 195
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

• A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
• B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
• C. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

Answer: B

Explanation:
To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.

NEW QUESTION # 196
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

• A. Entitlement process
• B. Service Contracts
• C. Salesforce Survey

Answer: A

Explanation:
To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.

NEW QUESTION # 197
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

• A. Telephony
• B. Marketing
• C. Order Fulfillment
• D. Enterprise Resource Planning (ERP)

Answer: C

NEW QUESTION # 198
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. Quick Action
• B. Apex Trigger
• C. Scheduled flow
• D. Dynamic Form

Answer: A

Explanation:
Explanation
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack

NEW QUESTION # 199
When support agents are working on a case, the support manager at universal containers wants the agents to
see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

• A. Remove these fields from the page layout and add the components to the highlights panel.
• B. Remove these fields from the page layout and add the fields to the highlights panel
• C. Add these fields to the page layout and add the components to the highlights panel
• D. Add the fields to the page layout and add the fields to the highlights panel.

Answer: D

NEW QUESTION # 200
......

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