SALESFORCE SERVICE-CLOUD-CONSULTANT PRACTICE EXAM FEE - SERVICE-CLOUD-CONSULTANT STUDY REFERENCE

Salesforce Service-Cloud-Consultant Practice Exam Fee - Service-Cloud-Consultant Study Reference

Salesforce Service-Cloud-Consultant Practice Exam Fee - Service-Cloud-Consultant Study Reference

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Salesforce Service-Cloud-Consultant certification exam is designed for professionals who have expertise in the Salesforce service cloud platform. Salesforce Certified Service cloud consultant certification validates the skills and knowledge required to design and implement Salesforce service cloud solutions that meet customer requirements. Service-Cloud-Consultant exam consists of 60 multiple-choice questions and costs $200 for registration.

Salesforce Service-Cloud-Consultant exam consists of 60 multiple-choice questions, and candidates are given 105 minutes to complete the exam. Service-Cloud-Consultant Exam Tests the candidate's knowledge and expertise in various areas, including Service Cloud data model, Service Console, Omni-Channel, Service Cloud automation, and reporting and analytics. It also evaluates the candidate's ability to design and implement Service Cloud solutions that meet the business requirements of their clients.

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What is the duration of the Service-Cloud-Consultant Exam

  • Number of Questions: 60
  • Passing Score: 67%
  • Length of Examination: 105 minutes
  • Format: Multiple choices, multiple answers

Salesforce Certified Service cloud consultant Sample Questions (Q68-Q73):

NEW QUESTION # 68
When support agents are working on a case, the support manager at universal containers wants the agents to
see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

  • A. Remove these fields from the page layout and add the components to the highlights panel.
  • B. Add these fields to the page layout and add the components to the highlights panel
  • C. Remove these fields from the page layout and add the fields to the highlights panel
  • D. Add the fields to the page layout and add the fields to the highlights panel.

Answer: D


NEW QUESTION # 69
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?

  • A. Reduced issue resolution time
  • B. Reduced post-interaction time
  • C. Reduced first contact resolution time

Answer: A

Explanation:
Implementing Knowledge-Centered Support (KCS) at Universal Containers is expected to reduce issue resolution time.
KCS is a methodology that integrates knowledge creation and reuse into the support process. By capturing and structuring knowledge during the problem-solving process, support agents can quickly access relevant information, leading to faster issue resolution.
Key benefits of KCS include:
* Improved resolution times: Support agents can resolve issues more quickly by accessing a well- maintained knowledge base.
* Increased first contact resolution: With immediate access to relevant information, agents are more likely to resolve issues during the first interaction.
* Enhanced self-service capabilities: Customers can find answers to common issues themselves, reducing the volume of support requests.
By adopting KCS, Universal Containers can expect a significant reduction in issue resolution time, leading to improved customer satisfaction and operational efficiency.
References:
https://www.atlassian.com/itsm/knowledge-management/kcsAtlassian+1TeamDynamix+1
https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/040/035
https://helpjuice.com/blog/knowledge-centered-support


NEW QUESTION # 70
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

  • A. In a Public Read Only sharing model, al users can view cases in a Queue.
  • B. in a Private sharing model, only queue members can take ownership or cases in the Queue.
  • C. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
  • D. In a Private sharing model, only queue members and direct reports can view cases in a Queue.

Answer: A

Explanation:
Explanation
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means.
Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5


NEW QUESTION # 71
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

  • A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
  • B. An organization-wide default of Public Read/Write on the Case object
  • C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

Answer: A

Explanation:
To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.


NEW QUESTION # 72
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

  • A. Post report information on Chatter.
  • B. Update case data for a customer.
  • C. Review existing cases for an account.
  • D. Run and view Salesforce reports.

Answer: C,D


NEW QUESTION # 73
......

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