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The benefits of obtaining a Salesforce Service Cloud Consultant certification are numerous. Certified professionals stand out in the job market and are highly sought after by organizations looking for experts in the Salesforce Service Cloud. Certified professionals also gain access to a community of other certified professionals, which can provide valuable networking opportunities and access to exclusive resources.

Salesforce Certified Service cloud consultant exam is intended for experienced Salesforce professionals who have a strong understanding of Salesforce products and services. Candidates should have experience with Service Cloud implementation and should have a good understanding of customer service best practices. Service-Cloud-Consultant Exam is designed to validate the candidate’s knowledge of Service Cloud functionality and their ability to design and implement Service Cloud solutions.

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Salesforce Certified Service cloud consultant Sample Questions (Q198-Q203):

NEW QUESTION # 198
Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:
* Cases are generated via email, web form, or Experience site.
* Service reps should be able to handle three cases at a time.
* Service reps should be able to choose whether to accept new cases.
* The service rep's manager should have insight into the rep's workload.
Which tool should the administrator use to route cases based on the support team's requirements?

A. Record-triggered Flow
B. Omni-Channel routing
C. Case assignment rules

Answer: B

Explanation:
Omni-Channel routing is the Salesforce feature designed for intelligent, skill-based, and capacity-based work distribution. It meets all of UC's requirements by:
* Automatically routing cases from multiple sources (email, web, Experience Cloud).
* Allowing configurable agent capacity (for example, three cases at a time).
* Enabling agents to manually accept or decline work via presence configuration.
* Providing manager visibility through Omni-Supervisor dashboards for workload monitoring.
Case Assignment Rules (Option B) can route records but lack capacity management and live workload tracking.
Record-triggered Flows (Option C) can automate routing logic but do not provide real-time queue and presence management or agent acceptance capabilities.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Interaction Channels Domain (Omni-Channel routing concepts).
* Salesforce Help: "Route Work to Agents with Omni-Channel".
* Salesforce Winter '23 Release Notes - Omni-Channel Enhancements (capacity-based routing).

NEW QUESTION # 199
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

A. Einstein Next Best Action
B. Actions & Recommendations
C. In-App Guidance

Answer: A

Explanation:
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.

NEW QUESTION # 200
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

A. Do multiple versions of the entitlements need to be created and maintained?
B. It support provoded on a periodic basis and renewed annually?
C. Do Service Agents need to determine whether a customer is eligible for support?
D. Will customers access selft service resources through Experince Cloud?

Answer: B

Explanation:
Explanation
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified References: : Service Contracts and Entitlements

NEW QUESTION # 201
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A. Coach users on minimizing open console tabs.
B. Allow the user to log into Live Agent from multiple browsers.
C. Add additional components to the Lightning console.
D. Ensure each laptop has a modern browser installed.

Answer: A,D

NEW QUESTION # 202
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

A. On-Demand Email-to-Case
B. Web-to-Case
C. Experience Cloud Create Case Form
D. Contact Request Flow

Answer: C

Explanation:
Experience Cloud Create Case Form is the recommended feature to meet the requirement, because it allows external customers to easily create cases and attach files up to 2 GB in size. Experience Cloud Create Case Form is a standard component that can be added to any Experience Cloud site or page, and can be customized to include fields, labels, and buttons. Verified References: : Create Case Form Component

NEW QUESTION # 203
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