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Salesforce Service-Cloud-Consultant Exam

Salesforce Certified Service Cloud Consultant

Total Questions: 177
Last Updated : 09-12-2024
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Salesforce Service-Cloud-Consultant Exam Sample Questions:

Q1.

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l

had progressed in troubleshooting?

Q2.

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be

reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Q3.

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?

Q4.

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?

Q5.

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for

their agents to handle more customer transactions per day.

Which two features should a Consultant recommend?

Choose 2 answers

Solutions:
Question: 1 Answer: B
Question: 2 Answer: C
Question: 3 Answer: D
Question: 4 Answer: A
Question: 5 Answer: C, D
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Zachary 8 hours ago
But why not just use C 'The VP of service' in question 3? Wouldn’t that ensure everyone is using the same numbers and comparing apples to apples?
upvoted 1 times
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Josiah 5 days ago
That’s tempting, but it’s risky from a data visibility standpoint. If you use the VP as the running user, agents might see sensitive data they shouldn’t. Plus, someone in a region might be reviewing metrics for cases they can’t manage, which can create unnecessary confusion.
upvoted 3 times
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Jeremy 5 days ago
Yeah, and imagine a scenario where regional directors want KPIs for just their regions, not the entire company. Using the VP’s access would mess up that segmentation.
upvoted 2 times
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Travis 2 days ago
I’m confused about how Salesforce calculates KPIs like first case closure rates. Can someone explain why the dashboard viewer would affect it?
upvoted 1 times
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Donovan 14 hours ago
KPIs like response times or case closure rates are tied to the data that a user has permission to access. If you run a dashboard as the dashboard viewer, Salesforce shows metrics calculated based on the records that specific user can see. This ensures that the information is accurate to their role, whether they’re an agent or VP.
upvoted 1 times
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Damari 5 days ago
With just 2 months left to prepare for service cloud consultant certification exam, i switched to study4exam for paid mock tests and passed the exam. It was enough practice for me!
upvoted 6 times
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