PASS GUARANTEED QUIZ SERVICE-CLOUD-CONSULTANT - SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT UPDATED RELIABLE EXAM MATERIALS

Pass Guaranteed Quiz Service-Cloud-Consultant - Salesforce Certified Service cloud consultant Updated Reliable Exam Materials

Pass Guaranteed Quiz Service-Cloud-Consultant - Salesforce Certified Service cloud consultant Updated Reliable Exam Materials

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Salesforce Service-Cloud-Consultant Certification Exam is designed for professionals who specialize in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification demonstrates a thorough understanding of the Salesforce Service Cloud platform and its capabilities, including service automation, knowledge management, and omni-channel support. Salesforce Certified Service cloud consultant certification is ideal for those who work in customer service, support, and call center management.

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The Salesforce Service-Cloud-Consultant Exam covers a wide range of topics related to Salesforce Service Cloud, including case management, knowledge management, service console customization, data management, and integration with other systems. It also tests candidates on their ability to design and implement solutions that meet the unique needs of their clients or organizations.

Salesforce Certified Service Cloud Consultant certification is a valuable credential for professionals who want to advance their careers in customer service management. Salesforce Certified Service cloud consultant certification demonstrates the candidate's expertise in designing and implementing scalable, efficient, and effective customer service solutions using the Salesforce platform. Salesforce Certified Service cloud consultant certification also validates the candidate's ability to manage service level agreements, optimize customer service processes, and provide excellent customer service to clients.

Salesforce Certified Service cloud consultant Sample Questions (Q49-Q54):

NEW QUESTION # 49
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

  • A. Track not promoter scores as part of an automated survey after case closure for every cote.
  • B. Measure difference in CSAT ol cases with and without articles attached.
  • C. Benchmark the average cases per agent versus the team average across each case channel
  • D. Track the average calls per day, average cases per agent, and average cases per case type.

Answer: A

Explanation:
Explanation
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5


NEW QUESTION # 50
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

  • A. Approval Process that assigns an Article to a Reviewer Queue.
  • B. Data Category to assign an article record type to a Reviewer.
  • C. Validation Rules for article record types to verify all fields during creation.
  • D. Knowledge Action to Publish an Article once the Article is approved.

Answer: A,B


NEW QUESTION # 51
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

  • A. Workflow
  • B. A Process Builder
  • C. Validation rule
  • D. Assignment rule

Answer: B

Explanation:
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter.
Verified References: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder


NEW QUESTION # 52
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

  • A. On the Highlights Panel of a Primary tab
  • B. Onthe footer of the Lightning Console
  • C. On a new tab in the agent's browser
  • D. On the left sidebar of Salesforce Classic

Answer: B,D


NEW QUESTION # 53
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

  • A. Salesforce Chat
  • B. Case auto-response rule
  • C. OmniStudio

Answer: A

Explanation:
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.


NEW QUESTION # 54
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