Take the First Step Toward Salesforce Expertise
The Salesforce Service Cloud Consultant certification is one of the most sought-after credentials for professionals aiming to master Salesforce’s customer service and support solutions. This certification demonstrates your ability to design and implement effective service solutions, manage case workflows, and optimize the overall customer experience.
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Free Demo Questions:
[Industry Knowledge]
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
[Industry Knowledge]
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
[Knowledge Management]
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?
[Interaction Channels]
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?
[Service Cloud Solution Design]
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
[Industry Knowledge]
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to
customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
[Contact Center Analytics]
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?