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Service-Cloud-Consultant Exam - Service-Cloud-Consultant Test Quiz

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Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant exam is an important certification for Salesforce professionals who want to demonstrate their expertise in Service Cloud solutions. Service-Cloud-Consultant Exam is designed to validate the candidate’s knowledge of Service Cloud functionality, ability to design and implement Service Cloud solutions, and manage ongoing Service Cloud operations. Salesforce Certified Service cloud consultant certification is highly valued in the job market and can help professionals advance their careers in customer service, sales, marketing, and IT departments.

Salesforce Certified Service cloud consultant Sample Questions (Q102-Q107):

NEW QUESTION # 102
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Answer: A,D,E

Explanation:
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview


NEW QUESTION # 103
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Answer: C

Explanation:
Explanation
Criteria-based record page components are components that only display on a record page when certain conditions are met. For example, you can show a component only when the case status is closed, or when the case priority is high. This way, you can reduce the clutter on the Lightning Service Console and make it easier for service representatives to find the tabs and features they need. You can use the Lightning App Builder to define criteria-based record page components for different objects and apps. Verified References:
[Criteria-Based Record Page Components]


NEW QUESTION # 104
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

Answer: A,C


NEW QUESTION # 105
What is the primary function of a private branch exchange (PBX)?

Answer: A


NEW QUESTION # 106
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

Answer: B

Explanation:
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.


NEW QUESTION # 107
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