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Salesforce Service Cloud Consultant certification is an excellent way for professionals to demonstrate their expertise in implementing and designing solutions using the Salesforce Service Cloud. Salesforce Certified Service cloud consultant certification exam covers a wide range of topics, and passing it requires a deep understanding of the Salesforce Service Cloud application and its functionality. Obtaining this certification can provide numerous benefits, including increased job opportunities, access to a community of experts, and the opportunity to demonstrate one's skills and expertise.

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Salesforce Certified Service cloud consultant Sample Questions (Q120-Q125):

NEW QUESTION # 120
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Number of knowledge articles in each data category.
B. Knowledge articles with the lowest rating.
C. Knowledge search query with no results.
D. Knowledge articles created by call center agents.

Answer: B,C

Explanation:
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports

NEW QUESTION # 121
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:

A. Custom indexes
B. Custom search
C. Tiered data strategy
D. Divisions
E. Record types

Answer: A,C,D

NEW QUESTION # 122
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created

Answer: D

NEW QUESTION # 123
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Scheduled Reports
B. Time-based Workflow Rules
C. Milestone Actions
D. Process Builder Scheduled Actions

Answer: A

NEW QUESTION # 124
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

A. Use integrated voice response
B. Bypass entitlement verification
C. Increase the Call-to-Order ratio
D. Use suggested Knowledge articles

Answer: A,D

NEW QUESTION # 125
......

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TestInsides Salesforce Service-Cloud-Consultant Desktop-based Practice Test Software

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Salesforce Certified Service cloud consultant Sample Questions (Q120-Q125):

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