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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Number of Questions: 60
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 12% | - Data categories and access control - Article lifecycle, versioning and visibility - Knowledge base design and implementation - Case deflection and knowledge adoption |
| Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Case Management | 13% | - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs - Case deflection and self-service |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel - Designing intake channels |
| Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Solution design based on requirements |
Salesforce Certified Service cloud consultant Sample Questions:
Universal Containers wants to implement a new Experience Cloud site to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over 1 million registered customers to securely submit cases and view the status of those cases
* Ability for registered customers to save favorite Knowledge articles for easy access later
- A. Implement a Customer Account Portal experience.
- B. Implement a Help Center experience.
- C. Implement a Microsite (LWR) experience.
Correct Answer: A 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Create an IP blocking rule.
- B. Create sensitive data rules.
- C. Enable Assistance Flag Configuration setting.
Correct Answer: A 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
- A. Customize Intents using Einstein Chatbots.
- B. Customize the Lightning Console chat page.
- C. Customize the pre-chat form.
Correct Answer: C 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Add "updated" to the name of the new article.
- B. Use Smart Link to Article to select the prior version.
- C. Select the Flag as new version checkbox when publishing.
Correct Answer: C 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?
- A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
- B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
- C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
Correct Answer: C 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
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