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Salesforce Service-Cloud-Consultant certification exam is a comprehensive test of knowledge and skills related to the Salesforce Service Cloud platform. It covers various topics such as designing and implementing service solutions, managing cases, implementing omnichannel service, configuring and managing service entitlements, and managing Salesforce Knowledge. Service-Cloud-Consultant Exam also evaluates candidates' knowledge of Salesforce's best practices for customer service, including how to use the platform to improve customer satisfaction and loyalty.

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Obtaining the Salesforce Service-Cloud-Consultant certification is a valuable achievement for professionals who wish to demonstrate their expertise in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification not only enhances the credibility of the individual but also opens up new career opportunities in the Salesforce ecosystem. With the increasing demand for customer service solutions on the Salesforce platform, this certification is a great way to showcase your skills and expertise in the field.

Salesforce Service Cloud platform is a powerful tool for managing customer service operations, and the Service-Cloud-Consultant Certification is a valuable asset for professionals who work with this platform. Salesforce Certified Service cloud consultant certification demonstrates that an individual has the skills and knowledge needed to design and deploy Service Cloud solutions that meet the needs of their organization. It is a great way to enhance your career prospects and differentiate yourself in a competitive job market.

Salesforce Certified Service cloud consultant Sample Questions (Q76-Q81):

NEW QUESTION # 76
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Use the Files Related List on each article to add files to your articles.
B. Post the Files to the Chatter Feed on each Article.
C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
D. Upload the files as Documents, then relate them to the migrated Articles.

Answer: A

NEW QUESTION # 77
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the Salesforce CTI license to Salesforce users.
B. Enable Live Agent in their community to chat with an agent.
C. Install an adapter from AppExdiange to work with third-party CTI systems.
D. Assign the correct Salesforce users to the Call Center.
E. Create a softphone layout and assign to user profiles.

Answer: C,D,E

Explanation:
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

NEW QUESTION # 78
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

A. Create a page layout for each record type; assign layouts to service agents.
B. Create an article action for each record type; assign record types to service agents.
C. Create a data category for each product; assign data categories to service agents.
D. Create a permission set for each record type; assign permissions to service agents.

Answer: A

NEW QUESTION # 79
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

A. Omni-Channel Routing
B. Visual Remote Assistant
C. Field Service Scheduler
D. Workforce Engagement Self Scheduling

Answer: C

NEW QUESTION # 80
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?

A. Lighining Row Component
B. Service Console Macros
C. Path for Cases
D. Lightning Guided Engagement

Answer: C

Explanation:
Path for Cases is a feature that can allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting. Path for Cases is a feature that allows administrators to define the key stages and steps for resolving cases in Salesforce. Path for Cases can help agents track the progress of each case and see the guidance and tips for each stage. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.path_setup_cases.htm&type=5

NEW QUESTION # 81
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