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Salesforce is a cloud-based customer relationship management (CRM) software that is widely used by businesses across the world. It provides a comprehensive suite of tools for managing customer interactions, sales, marketing, and service. Salesforce offers several certifications to help professionals validate their expertise in using the platform. One of the most sought-after certifications is the Salesforce Service-Cloud-Consultant Certification Exam.

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Salesforce Service-Cloud-Consultant Certification Exam is a prestigious certification for professionals who want to validate their skills and knowledge in the Salesforce Service Cloud platform. Salesforce Certified Service cloud consultant certification is designed for consultants, administrators, architects, and developers who have experience in implementing and managing customer service solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam tests the candidate's understanding of best practices, design considerations, and implementation strategies for customer service solutions on the Salesforce platform.

Salesforce Certified Service cloud consultant Sample Questions (Q163-Q168):

NEW QUESTION # 163
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Configure a chat validation rule
B. ConfigureLightningGuided Engagement
C. Customize the pre chat form
D. Customize the lightning console chat page

Answer: C

Explanation:
Explanation
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms

NEW QUESTION # 164
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?

A. Configure Dialer to use Voicemail Crop by default.
B. Use Dynamic Forms to conditionally hide the one-click field.
C. Set the Contact Do not Call field value to true.
D. Configuration a Validation Rule to block on-click calling.

Answer: C

Explanation:
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5

NEW QUESTION # 165
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

A. Define case escalation rules
B. Create a Case Macro
C. Configure flow Builder /Process Builder
D. Activate a validation rule

Answer: B

Explanation:
Explanation
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

NEW QUESTION # 166
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A. Workflow rules
B. Assignment rules
C. Validation rules
D. Auto-response rules

Answer: A

NEW QUESTION # 167
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?

A. Prioritize the requirements based on the stakeholder who submitted them.
B. Identify and prioritize the requirements for the minimum viable product.
C. Prioritize the requirements based on requests from the regions.

Answer: B

Explanation:
Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements.

NEW QUESTION # 168
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