Service-Cloud-Consultant Exam Overview | 100% Free Useful Salesforce Certified Service cloud consultant Latest Test Questions

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Salesforce Certified Service cloud consultant Sample Questions (Q10-Q15):

NEW QUESTION # 10
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

A. Scheduled flow
B. Quick Action
C. Apex Trigger
D. Dynamic Form

Answer: B

Explanation:
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified References: 2: Create a Swarm in Slack

NEW QUESTION # 11
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Configure case escalation rules.
B. Define case auto-response rules.
C. Use Flow Builder to create a flow with scheduled path.
D. Estabalish case assignment rules.

Answer: B

NEW QUESTION # 12
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Service Analytics Predictions
B. Einstein Next Best Action
C. Validation Rules
D. Einstein Reply Recommendations

Answer: A

NEW QUESTION # 13
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

A. Will customers access selft service resources through Experince Cloud?
B. It support provoded on a periodic basis and renewed annually?
C. Do multiple versions of the entitlements need to be created and maintained?
D. Do Service Agents need to determine whether a customer is eligible for support?

Answer: D

NEW QUESTION # 14
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

A. Fund customer approval on training materials
B. Approval of test scripts from the business lead
C. Verification of the production migration checklist
D. Verification that sample data has been loaded

Answer: B,D

NEW QUESTION # 15
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