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In order to achieve the certification, candidates must successfully pass a 60-question multiple-choice exam that tests their knowledge of Salesforce Service Cloud features, functionality, and best practices. Service-Cloud-Consultant Exam covers a wide range of topics, including service cloud automation, case management, service cloud analytics, and integration with other Salesforce clouds.
2026 Salesforce High Pass-Rate Service-Cloud-Consultant LabsSalesforce Certified Service cloud consultant exam is one of the top-rated Salesforce Service-Cloud-Consultant Exams. This Salesforce Certified Service cloud consultant exam offers an industrial-recognized way to validate a candidate's skills and knowledge. Everyone can participate in Salesforce Certified Service cloud consultant exam requirements after completing the Salesforce Certified Service cloud consultant exam. With the Salesforce Certified Service cloud consultant exam you can learn in-demand skills and upgrade your knowledge. You can enhance your salary package and you can get a promotion in your company instantly. Salesforce Certified Service cloud consultant Sample Questions (Q80-Q85):NEW QUESTION # 80
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
A. Set up Email-to-Case.
B. Add additional agents to lower average hold time.
C. Simplify the interactive voice response (IVR) tree.
D. Use Assignment rules and case queues.
Answer: B,C
Explanation:
Explanation
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line. Verified References: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]
NEW QUESTION # 81
An Agentforce Service Agent needs to access and update Case records, retrieve information from Knowledge articles, and run flows to automate certain processes for unauthenticated customer sessions.
A. Grant the AI agent user the "System Administrator" profile for maximum compatibility.
B. Use the "New Agent User" option and use principle of least privilege to apply specific permissions.
C. Use Organization-Wide Sharing Defaults (OWD) and filters at the topic/action level.
Answer: B
Explanation:
Each Agentforce Service Agent operates through a dedicated agent user record in Salesforce, configured under the "New Agent User" option. The principle of least privilege should be applied-granting only the permissions needed for the AI agent to perform its defined actions, such as:
* Reading/updating Case records,
* Accessing Knowledge articles, and
* Executing Flows relevant to its topics and actions.
This ensures secure access, especially when the AI interacts with unauthenticated sessions (e.g., guest users).
Option A is incomplete, as OWDs and filters don't manage AI user access directly.
Option C (System Administrator) violates security best practices by granting excessive permissions.
Referenced Salesforce Materials:
* Salesforce Spring '24 Release Notes - Agentforce Service Agent: Security and User Configuration Enhancements.
* Service Cloud Consultant Exam Guide - Interaction Channels Domain.
* Salesforce Help: "Set Up Agentforce Service Agent Users and Permissions."
NEW QUESTION # 82
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
A. Use the Search Activity Gaps dashboard component.
B. Detach articles from cases to reset statistics.
C. Allow agents to create and publish articles independently.
Answer: A
Explanation:
To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.
NEW QUESTION # 83
Universal Containers (UC) is considering replacing its traditional chatbot with Agentforce Service Agent to enhance customer engagement. Its current bot frequently struggles with understanding follow-up questions and maintaining context across a multi-turn conversation, leading to frustrated customers.
What core capability of Agentforce Service Agent directly addresses UC's challenge?
A. Trained natural language models (NLMs) to interpret the most recent user input.
B. Generative AI to understand human language and maintain context across entire conversations.
C. A rigid, declarative dialog system that requires predefined conversation flows for every interaction.
Answer: B
Explanation:
Agentforce Service Agent, powered by Salesforce's Einstein generative AI, is designed to maintain multi- turn conversational context. It uses generative AI models to interpret the full conversation history, not just the latest user message, enabling natural and context-aware interactions.
This directly resolves UC's issue of the legacy bot losing context and failing on follow-up questions.
Option A describes older natural language models that interpret isolated inputs.
Option B refers to traditional rule-based bots that lack contextual understanding.
Referenced Salesforce Materials:
* Salesforce Spring '24 Release Notes - Agentforce Service Agent Enhancements (multi-turn conversation and generative context retention).
* Service Cloud Consultant Exam Guide - Interaction Channels Domain.
* Salesforce Help: "Use Agentforce Service Agent for Context-Aware Conversations".
NEW QUESTION # 84
Milestones can be added to which three Object types? Choose 3 answers
A. Case
B. Account
C. Work Order
D. Entitlement
E. Service
Answer: A,C,D
NEW QUESTION # 85
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