[2025] Salesforce Service-Cloud-Consultant Questions: An Incredible Exam Preparation Way

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Salesforce Service-Cloud-Consultant certification exam is designed for professionals who specialize in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification demonstrates a thorough understanding of the Salesforce Service Cloud platform and its capabilities, including service automation, knowledge management, and omni-channel support. Salesforce Certified Service cloud consultant certification is ideal for those who work in customer service, support, and call center management.

To earn the Salesforce Service-Cloud-Consultant Certification, candidates must pass a 60-question multiple-choice exam that tests their knowledge of the Salesforce Service Cloud platform. Service-Cloud-Consultant exam covers topics such as case management, knowledge management, service console customization, integration with third-party systems, and analytics. Candidates are also required to have practical experience in implementing and managing customer service solutions using the Salesforce platform. Salesforce Certified Service cloud consultant certification is valid for two years, and candidates must maintain their certification by completing maintenance modules and passing a maintenance exam every two years. Achieving the Salesforce Service-Cloud-Consultant Certification is a valuable asset for professionals who want to advance their careers in the Salesforce ecosystem and demonstrate their expertise in implementing customer service solutions on the Salesforce platform.

To prepare for the exam, Salesforce offers a Service Cloud Consultant certification study guide, which covers all the topics covered in the exam. You can also take training courses through Salesforce University or attend workshops and webinars provided by Salesforce partners. Additionally, you can take practice exams to test your knowledge and identify areas where you need to focus your study efforts.

Salesforce Certified Service cloud consultant Sample Questions (Q156-Q161):

NEW QUESTION # 156
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

A. Grant "View All Data" and instruct them to search.
B. Implement Apex triggers for Contact.
C. Configure and activate Duplicate Management.

Answer: C

Explanation:
To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like
"View All Data."

NEW QUESTION # 157
Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of customer ratings
B. Number of archived articles
C. Number of approved articles
D. Number of article votes

Answer: D

NEW QUESTION # 158
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
B. Create a Visualforce page on the customer community portal.
C. Set up insert Article into Social post and enable the customer community portal.
D. Create a Chatter group and invite the customer to join with an external chatter user.

Answer: A

Explanation:
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5

NEW QUESTION # 159
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

A. Deletes posts
B. Returns a link that returns a post with the same reference
C. Tag another chatter user

Answer: B

NEW QUESTION # 160
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?

A. Use escalation rules
B. Use entitlements to define a process and milestones
C. Use case teams to close

Answer: B

NEW QUESTION # 161
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