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What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Number of Questions: 60
- Passing Score: 67%
- Format: Multiple choices, multiple answers
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Salesforce Service-Cloud-Consultant Certification Exam is an important step for professionals who specialize in the Salesforce Service Cloud. It validates their expertise in designing and implementing Service Cloud solutions that meet business requirements, and demonstrates their ability to manage customer data, case management, and analytics. If you want to demonstrate your expertise in the Salesforce Service Cloud, the Service-Cloud-Consultant certification is a great way to do so.
Salesforce Certified Service cloud consultant Sample Questions (Q118-Q123):
NEW QUESTION # 118
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 lightning console chat page
- D. Customize the pre chat form
Answer: D
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
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NEW QUESTION # 119
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?
- A. Share each Quick Text individually to Public Groups.
- B. Use translation Workbech to localize each Quick Text.
- C. Set the Organization-Wide default to Public Ready Only.
- D. Share the Folder with Quick text for each language.
Answer: D
Explanation:
Explanation
Sharing the Folder with Quick Text for each language is the recommended solution to meet the requirements, because it allows CK to consolidate, translate, and share the common responses as Quick Text. Quick Text is a feature that enables service agents to insert predefined messages, such as greetings, answers, or closing statements, into emails, chats, tasks, events, and more. Quick Text can be organized into folders and shared with different groups of users based on their language or role. Quick Text can also be translated into multiple languages using Translation Workbench or a third-party service. Verified References: : Quick Text Overview :: Share Quick Text Using a Folder in Lightning Experience : : Translate Quick Text
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NEW QUESTION # 120
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
- A. Use custom case assignment rules.
- B. Implement an Apex solution.
- C. Use a third-party app from AppExchange.
Answer: C
Explanation:
Comprehensive and Detailed Explanation:
To efficiently monitor social media platforms and convert relevant interactions into cases, leveraging a third- party application from the Salesforce AppExchange is recommended. These applications are designed to integrate seamlessly with Salesforce and provide robust social media monitoring capabilities.
From Salesforce's best practices:
"With the right social media monitoring tools, you can create an automatic ticket that your customer service team can see and respond to immediately, and match it with that customer's inquiries by phone, email, and more."
-Salesforce Marketing Cloud
Utilizing a third-party app ensures that UC can quickly implement a solution within the two-week timeframe, providing the necessary tools to monitor social media channels effectively and manage customer interactions through Salesforce.
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NEW QUESTION # 121
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?
- A. Use File Preview in the chat.
- B. Download the PDFs from the chat.
- C. Ask the customer to send the PDF via email.
Answer: A
Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
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NEW QUESTION # 122
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Implement Field Service Lightning.
- B. Integrate with an enterprise resource planning system.
- C. Configure Visual Flows on Salesforce mobile.
- D. Develop and publish a knowledge management system
Answer: A
Explanation:
Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview
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NEW QUESTION # 123
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