RELIABLE SERVICE-CLOUD-CONSULTANT EXAM SYLLABUS | SERVICE-CLOUD-CONSULTANT RELIABLE DUMPS FILES

Reliable Service-Cloud-Consultant Exam Syllabus | Service-Cloud-Consultant Reliable Dumps Files

Reliable Service-Cloud-Consultant Exam Syllabus | Service-Cloud-Consultant Reliable Dumps Files

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The Service-Cloud-Consultant certification exam tests candidates on various topics, including service cloud automation, service console customization, data management, and analytics. Service-Cloud-Consultant Exam consists of 60 multiple-choice questions that must be completed within 105 minutes. To pass the exam, candidates must score 65% or higher.

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Salesforce Certified Service cloud consultant Sample Questions (Q48-Q53):

NEW QUESTION # 48
The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?

  • A. Configure a case notification Slackbot.
  • B. Create a case team workspace in Slack.
  • C. Enable and configure Swarming in Slack.

Answer: B

Explanation:
Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.


NEW QUESTION # 49
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

  • A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
    resolution.
  • B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
    first-call resolution.
  • C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call
    resolution.
  • D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
    resolution.

Answer: D


NEW QUESTION # 50
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

  • A. Create an Entitlement Process.
  • B. Set up Milestones.
  • C. Configure Service Contracts.
  • D. Enable Work Orders.

Answer: A,B

Explanation:
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 51
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

  • A. Hire additional support agents
  • B. Reduce the cost per call
  • C. Train support agents
  • D. Align agent performance goals with KPIs

Answer: C,D


NEW QUESTION # 52
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

  • A. Request that the VP of worldwide support design a standard report template to provide a clear vision,
  • B. Assign a global team of experienced analysts to create a standard report template.
  • C. Ask leadership, management, and agents in all regions to vote on the standard report template.

Answer: B

Explanation:
For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.


NEW QUESTION # 53
......

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