Want to become a Salesforce Certified Service Cloud Consultant? Passcert new released Salesforce Certified Service Cloud Consultant Certification Dumps which contain real questions and answers about Service Cloud Consultant exam and they can ensure you pass Service Cloud Consultant exam easily. If you choose Passcert Salesforce Certified Service Cloud Consultant Certification Dumps, you will be well prepared for Service Cloud Consultant exam and then successfully pass the exam.

The Service Cloud Consultant certification is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. This exam zones into Salesforce's second most popular product, diving deep into all the features that make up the Service Cloud. You should be prepared for a heavily scenario based certification.

This exam is designed for customer facing consultants that have experience implementing Salesforce Service Cloud from scratch. Having said that, it is still very much applicable to Salesforce Admins that want to prove their advanced knowledge on the platform, and are dealing with slightly more complex Salesforce Org's.

Content: 60 multiple-choice/multiple-select questions and 5 non-scored questions

Time allotted to complete the exam: 105 minutes

Passing score: 67%

Registration fee: USD 200, plus applicable taxes as required per local law

Retake fee: USD 100, plus applicable taxes as required per local law

Delivery options: Proctored exam delivered onsite at a testing center or in an online proctored environment. 

Prerequisite: Salesforce Administrator credential

Industry Knowledge: 10%

Implementation Strategies: 15%

Service Cloud Solution Design: 16%

Knowledge Management: 9%

Interaction Channels: 10%

Case Management: 15%

Contact Center Analytics: 5%

Integration and Data Management: 5%

Service Console: 15%

1.Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times.

Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.

B. Add the Entitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

2.Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.

How can this be achieved?

A. Customer view of case tab

B. Custom Visual force page

C. Custom report

D. Custom related list

3.A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents.

Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A. Report on the articles followed in Chatter

B. Report on agent ratings on articles

C. Report on agent feedback on articles

D. Report on the articles attached to cases

4.The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric.

What should a consultant recommend to improve this metric?

A. Skills -based routing

B. Private branch exchange

C. Workforce management

D. Interactive voice response

5.Which three processes are uses case for Visual Workflow? Choose 3 answers

A. Cross-sell promotions for agents

B. Decision-based troubleshooting for agents

C. Assignment of email to a case queue based on subject

D. Caller verification and creation of a new case

E. Field validation during case creation