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Salesforce Certified Service Cloud Consultant certification exam is a valuable credential for professionals who want to demonstrate their expertise in Salesforce service cloud solutions. It covers a wide range of topics and requires a deep understanding of Salesforce functionality and best practices. By earning this certification, you can increase your credibility, job opportunities, and earning potential in the Salesforce ecosystem.

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Salesforce Certified Service cloud consultant Sample Questions (Q53-Q58):

NEW QUESTION # 53
Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?

A. Standard Email-to-Case with assignment rules
B. Standard Web-to-Case with assignment rules
C. Omni-Channel with prioritized queues

Answer: B

Explanation:
To enable customers to log cases with structured data and route them based on urgency and product line, using Standard Web-to-Case with assignment rules is recommended. This feature allows for the creation of web forms that customers can fill out, which then become cases in Salesforce. Assignment rules can then be used to automatically route these cases to the appropriate teams or agents based on predefined criteria, ensuring efficient and relevant case handling.

NEW QUESTION # 54
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A. RESTful services with GET, POST, or PUT
B. Visualforce page APEX SOAP async callout
C. Schedule batch Apex processing job
D. Workflow-driven outbound messaging

Answer: D

NEW QUESTION # 55
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A. Create at least two different approval processes.
B. Create atleast two different article types.
C. Grant managers the Manage Salesforce Knowledge permission.
D. Grant managers the Manage Data Categories permission.
E. Create at least two different data categories.

Answer: A,B,C

NEW QUESTION # 56
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

A. Assign article managers to publication teams and specific publication states to each team.
B. Assign article managers to public groups and specific publication states to each group.
C. Assign article managers to public groups and specific article actions to each group.
D. Assign article managers to publication teams and specific article actions to each team.

Answer: C

NEW QUESTION # 57
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A. Configure Case Assignment Rules to use Users.
B. Configure Omni-Channel Routing Model as Least Active.
C. Configure Case Assignment Rules to use Queues.
D. Configure Omni-Channel Routing Model as Most Available.

Answer: D

NEW QUESTION # 58
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