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

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

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Salesforce Certified Service cloud consultant Sample Questions (Q44-Q49):

NEW QUESTION # 44
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A. customize service channel settings to define how the org receives work various sources
B. create the necessary objects in SF
C. From setup select omnichannel and select enable omni channel
D. Create SF cases to have omni channel enabled

Answer: A

Explanation:
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5

NEW QUESTION # 45
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Omni-channel Supervisor
B. Case Feed
C. Next Best Actions
D. Push Notifications

Answer: A

NEW QUESTION # 46
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A. On-Demand Email-to-Case
B. An AppExchange package
C. web-to-Case
D. Email-to-Case

Answer: A

Explanation:
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case

NEW QUESTION # 47
Universal Banking needs to provide a public knowledge base on its website. The company has three product
groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common
questions about each product area. How should Knowledge be configured? Choose 2 answers.

A. Create three article types for each product area (Personal Banking, Mortgage, CD).
B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
C. Create two data categories to display information (Question/Answer, Product Info).
D. Create two article types to display information (Question/Answer, Product Info).

Answer: B,D

NEW QUESTION # 48
Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?

A. Percent of cases closed with an attached article
B. Percent of cases closed with chatter posts
C. Percent of cases closed meeting the defined SLA
D. Percent of cases closed on first contact

Answer: C

NEW QUESTION # 49
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