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[Hardware] Service-Cloud-Consultant Test Questions & Service-Cloud-Consultant Latest Ex

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【Hardware】 Service-Cloud-Consultant Test Questions & Service-Cloud-Consultant Latest Ex

Posted at yesterday 19:34      View：16 | Replies：0        Print      Only Author   [Copy Link] 1#
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To prepare for the Salesforce Service-Cloud-Consultant exam, candidates should have experience working with the Salesforce Service Cloud and should be familiar with its features and functions. There are numerous resources available to help candidates prepare for the exam, including study guides, practice exams, and training courses. Candidates should also take advantage of the Salesforce Trailhead learning platform, which provides free online training and resources.
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Achieving the Salesforce Certified Service Cloud Consultant certification demonstrates your ability to design and implement service cloud solutions that meet the needs of your organization. It also shows your commitment to continuous learning and development in the Salesforce ecosystem. Salesforce Certified Service cloud consultant certification can give you a competitive advantage in the job market and increase your earning potential.
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Salesforce Certified Service cloud consultant Sample Questions (Q34-Q39):NEW QUESTION # 34
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
  • A. Einstein Reply Recommendations
  • B. Validation Rules
  • C. Einstein Next Best Action
  • D. Service Analytics Predictions
Answer: A

NEW QUESTION # 35
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
  • A. create a data category for each product assign data categories to service agents.
  • B. Crreate an article action for each record type;assign record types to service agents
  • C. Create a page layout for each record type ;assign layouts to servce agents
  • D. Create a permission set for each record type ;assignpermisisons to service agents
Answer: A
Explanation:
Explanation
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/ar ... view.htm&type=5 :
https://help.salesforce.com/s/ar ... sign.htm&type=5

NEW QUESTION # 36
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
  • A. Train on keyboard shortcuts.
  • B. Create multiple console layouts.
  • C. Prepare macros.
Answer: B
Explanation:
Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.

NEW QUESTION # 37
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
  • A. Hybrid
  • B. Agile
  • C. Waterfall
Answer: B
Explanation:
Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.

NEW QUESTION # 38
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
  • A. On a record Activity Feed list
  • B. On the Calendar right hand panel
  • C. On a record Highlights Panel
  • D. On a utility bar of the Lightning App
Answer: A,D
Explanation:
Explanation
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages

NEW QUESTION # 39
......
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