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Salesforce Service-Cloud-Consultant Exam is a critical certification for professionals who are interested in pursuing a career in customer service and support using Salesforce technology. Service-Cloud-Consultant exam is designed to test the candidate's knowledge and skills in implementing and managing customer service solutions using Salesforce Service Cloud. To pass the exam, candidates should have a thorough understanding of Salesforce Service Cloud features and functionality, as well as experience in implementing and configuring Service Cloud solutions.

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Salesforce Certified Service cloud consultant Sample Questions (Q183-Q188):

NEW QUESTION # 183
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Embedded Chat Service
B. Web-to-Case
C. Case Assignment Rules
D. Customer Community

Answer: A

Explanation:
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview

NEW QUESTION # 184
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A. Debug Omni-Channel routing from Setup.
B. Open the relevant record being routed.
C. Open the Omni-Channel Supervisor tab.

Answer: C

Explanation:
To validate that Omni-Channel routing is functioning correctly, especially when agents report incorrect case routing, the first step should be to open the Omni-Channel Supervisor tab. This tool provides real-time visibility into the routing and handling of work items, allowing consultants to monitor and troubleshoot routing configurations and ensure that cases are directed to the appropriate agents based on predefined criteria.

NEW QUESTION # 185
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

A. Set up escalation rules.
B. Set up self-service Knowledge.
C. Set up assignment rules and case queues.

Answer: B

Explanation:
To address a high call abandonment rate using Service Cloud Voice, setting up a self-service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.

NEW QUESTION # 186
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Customize the lightning console chat page
B. Customize the pre chat form
C. Configure a chat validation rule
D. ConfigureLightningGuided Engagement

Answer: B

NEW QUESTION # 187
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

A. Approval Process
B. Smart Links
C. Apex Trigger
D. Article Translation

Answer: B

NEW QUESTION # 188
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