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Salesforce Service-Cloud-Consultant Exam Reference
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
Salesforce Certified Service cloud consultant Sample Questions:
Question #1
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
A. Capacity Model
B. Secondary Routing Priority
C. Skills-Based Routing
Question #2
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
A. Read-Only
B. Private
C. Territory Rule
Question #3
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge tab to the Service Console.
B. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
Question #4
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
A. SMS Long Code
B. SMS Short Code
C. SMS Enhanced
Question #5
How should a consultant configure a report that shows the average number of days that Cases stay open?
A. Create a report snapshot of the number of open Cases each day.
B. Use the standard Case age field on the resort.
C. Create a formula field on Case to calculate the average age.
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: A | Question #3 Correct Answer: B | Question #4 Correct Answer: A | Question #5 Correct Answer: C |
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