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Salesforce Certified Service cloud consultant certification is designed for professionals who specialize in implementing and managing the Salesforce Service Cloud. It is intended for individuals who have experience in configuring and managing Service Cloud solutions in a customer-facing role. Salesforce Certified Service cloud consultant certification is ideal for professionals who work with customers to provide support, manage cases, and resolve issues.

Salesforce Certified Service cloud consultant Sample Questions (Q33-Q38):

NEW QUESTION # 33
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which measure can satisfy this requirement?

A. Net Promoter Score
B. Service-Level Measure
C. Customer Satisfaction
D. Customer Engagement Score

Answer: A

NEW QUESTION # 34
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Enable Case Merge.
B. Configuration a blocking duplicate rule
C. Create an auto-launched flow.
D. Set a validation rule

Answer: A

Explanation:
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience

NEW QUESTION # 35
Universal Containers initiates cases based on electronic transmissions from power units. The case management
process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as
child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A. Visibility and access to the work order records
B. Account team relationship to the primary contact
C. Total number of account and contact records in the database
D. Case closure rules on the original case
E. Work order and customer contact escalation requirements

Answer: A,D,E

NEW QUESTION # 36
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component

Answer: C

Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Path for Cases can help a Tier 2 service representative take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them the current status and values of the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Path for Cases

NEW QUESTION # 37
Milestones can be added to which two Object types?
Choose 2 answers

A. Account
B. Work Order
C. Last
D. Case

Answer: B,D

Explanation:
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5

NEW QUESTION # 38
......

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