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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

Salesforce Service-Cloud-Consultant Exam Overview:

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

Salesforce Certified Service cloud consultant Sample Questions:

Question #1
How should a consultant configure a report that shows the average number of days that Cases stay open?

A. Use the standard Case age field on the resort.
B. Create a report snapshot of the number of open Cases each day.
C. Create a formula field on Case to calculate the average age.

Question #2
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

A. Integrate payment data into Salesforce from the billing system using custom objects.
B. Configure Salesforce Connect and External Objects to the billing system.
C. Create a custom tab that displays a search page from the billing system.

Question #3
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. Click Publish after the Approval Process.
B. Set the final approval action to 'Lock the record for editing'.
C. Set the status to Published fram the Knowledge approval page.

Question #4
A global automotive company wants to enhance its service experience by integrating multiple sources of vehicle and customer data-including sensor data, service history, and financing details-into Salesforce. The goal is to gain a holistic view of customer interactions and vehicle health, trigger alerts based on real-time data, and route cases to the appropriate service channels.

A. Use MuleSoft to sync data from external systems into standard Salesforce objects by using scheduled batch jobs.
B. Use custom objects and external services to store incoming data, and configure Flow to manage alerts and routing logic.
C. Use Data Cloud to unify real-time data from multiple sources and power alerts, calculated insights, and case routing in Service Cloud.

Question #5
Which advantage does Salesforce provide with the OpenCTI framework?

A. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
B. Developers can Integrate with any telephony platform available with minimal need for customization.
C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Solutions: