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Salesforce Certified Service Cloud Consultant is a certification exam that verifies your skills and knowledge in the field of Salesforce service cloud. Service-Cloud-Consultant Exam is designed for professionals who want to demonstrate their expertise in implementing Salesforce service cloud solutions. Salesforce Certified Service cloud consultant certification is ideal for individuals working in customer service, support, and contact center management roles.

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Salesforce Certified Service cloud consultant Sample Questions (Q123-Q128):

NEW QUESTION # 123
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

A. Reporting Snapshots by call center
B. Report Subscriptions by call center
C. DynamicDahsbaord by Call Center
D. Case report grouped by call center

Answer: A

Explanation:
Explanation
Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm&type=5

NEW QUESTION # 124
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric
should the CFO monitor to reach the budget goals? (Choose 2)

A. Average handle time
B. Customer retention
C. Upsell percentage
D. First call resolution

Answer: A,D

NEW QUESTION # 125
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?

A. Scrum
B. Extremen Programming
C. Lean Development
D. Kanban

Answer: C

NEW QUESTION # 126
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A. Service Cloud Softphone Layout
B. Service Cloud Call Center
C. Lightning Dialer

Answer: B

Explanation:
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

NEW QUESTION # 127
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers

A. Milestones
B. Escalation Rule
C. Workflow Actions
D. Assignment Rule

Answer: A,C

NEW QUESTION # 128
......

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Salesforce - Service-Cloud-Consultant–Professional Exam Fee

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Salesforce Certified Service cloud consultant Sample Questions (Q123-Q128):

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