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Salesforce Service-Cloud-Consultant Certification Exam is designed for professionals who want to demonstrate their expertise in implementing and consulting on Salesforce Service Cloud solutions. Salesforce Certified Service cloud consultant certification is highly sought after by individuals who are looking to advance their careers in the Salesforce ecosystem, and it is a testament to their skills and knowledge in the field of customer service.

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Salesforce Certified Service cloud consultant Sample Questions (Q19-Q24):

NEW QUESTION # 19
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A. Use Lightning Connect to connect and access data in real-time from the billing system.
B. Create a Visualforce page that retrieves payment information via a Web Service call-out.
C. Import payment data into Salesforce and add to the contact page layout as a related list.
D. Create a custom tab of type URL that displays a search page from the billing system.

Answer: B,D

NEW QUESTION # 20
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

A. Auto-Add
B. Sequential
C. No Resource
D. Independent

Answer: D

Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types

NEW QUESTION # 21
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

A. Simplify the interactive voice response (IVR) tree.
B. Use Assignment rules and case queues.
C. Set up Email-to-Case.
D. Add additional agents to lower average hold time.

Answer: A,D

NEW QUESTION # 22
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A. Article Types
B. Record Types
C. Page Layouts
D. Omni-Channel
E. Support Processes

Answer: B,C,E

Explanation:
Explanation
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type.
Verified References: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview

NEW QUESTION # 23
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

A. On-Demand Email-to-Case
B. Salesforce for Outlook
C. Email-to-Case
D. Web-to-Case

Answer: C

NEW QUESTION # 24
......

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Realistic Exam Service-Cloud-Consultant Reference - Easy and Guaranteed Service-Cloud-Consultant Exam Success

100% Pass Quiz Service-Cloud-Consultant - Perfect Exam Salesforce Certified Service cloud consultant Reference

Salesforce Certified Service cloud consultant Sample Questions (Q19-Q24):