Free Salesforce Service-Cloud-Consultant Exam Questions

Become Salesforce Certified with updated Service-Cloud-Consultant exam questions and correct answers

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Total 261 Questions | Updated On: Jan 27, 2025

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Question 1

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

A : cial Persona for Twitter and Facebook.

B : cial Media Marketing message tagging.

C : cial Customer Service for Twitter and Facebook.

D : nstein Bot social queues.

Answer: A

Question 2

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A : Tailoring the objects to expose specific customer data

B : Enhancing user profiles for customer services

C : Optimizing the user interface for improved usability

Answer: A

Question 3

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

A : report is shared with a Chatter Group.

B : report contains a chart.

C : report has a standard Report Type.

D : report is a Summary or Matrix report.

E : report chart is added to the Page Layout.

Answer: A,B,D

Question 4

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the

same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

A : t the dashboard viewers choose

B : user creating the dashboard

C : VP of service

D : dashboard viewer

Answer: D

Question 5

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

A : Set up the Case Deflection component to share Knowledge articles.

B : Create a Macro to send an email with Knowledge articles.

C : Create an auto-response rule that links to Knowledge articles.

Answer: B

Page: 1 / 53

Total 261 Questions | Updated On: Jan 27, 2025

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