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Exam Code:Service-Cloud-Consultant
Exam Name:Salesforce Certified Service cloud consultant
Certification Provider:Salesforce
Free Question Number:36
Version:v2022-12-23
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# of Questions views:78072
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Recent Comments (The most recent comments are at the top.)

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Sam - Jun 20, 2023

No.# should be ACD

Sam - Jun 20, 2023

No.# Why not Macro?

Sam - Jun 20, 2023

No.# but not based on "Who submitted them". so answer B is right.

Trailranger - May 31, 2023

No.# E instead of D

Yevhen - May 02, 2023

No.# B. Implement Field Service Lightning.

Lorraine - Apr 27, 2023

You correct many Service-Cloud-Consultant answers this time.

Yevhen - Apr 26, 2023

No.# E instead C

Liza - Apr 04, 2023

No.# B is correct

Bornipedo - Apr 04, 2023

No.# Prioritize Requirements: The consultant should work with Universal Containers to prioritize the requirements based on their business impact and feasibility. This will help to identify which requirements are critical and should be addressed first.

Bornipedo - Apr 04, 2023

No.# Set up Social Customer Service: Universal Containers should set up Social Customer Service in their Salesforce org to manage requests from Twitter and Facebook. This can be done by going to Setup > Social Customer Service and following the setup wizard.

Kyle - Apr 04, 2023

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Vivek - Mar 06, 2023

No.# The keyword you need to look for here is automate. When the question mentions to automate, Macro is right but in this case it talks about the ease of sending an article, in which case a lightning template makes more sense.

Eliezer - Mar 02, 2023

No.# Simpler and Faster? That's a macro, If you pre-define the email and articles macros send it with a click

Custom - Feb 19, 2023

No.# Correct answer is D.

Custom - Feb 19, 2023

No.# Correct answer is B. Milestones do not help with the correct entitlement.

RJS - Feb 04, 2023

No.# How is customer loyalty measured?
Customer loyalty might seem like an intangible quality that can’t easily be quantified but this is not the case. There is a range of metrics that enable organisations to measure and track the many elements that go into making up customer loyalty.

Net Promoter Score (NPS)
A Net Promoter Score (NPS) is a powerful metric that can indicate someone’s willingness to share positive sentiments about the organisation with others. Positive word of mouth is a powerful marketing tool, so a larger NPS is desirable.

Customer Satisfaction
Measuring customer satisfaction will also provide a valuable metric on how well the organisation is meeting the needs of customers when providing goods and services. This can help show areas of strength as well as those places that need to be improved when it comes to customer interactions.

Customer retention and repeat purchases
Understanding what proportion of customers are new and what are repeat customers will provide an insight into whether the business holds on to customers or not. Given loyalty is a willingness to continue to engage, this provides a valuable measure of the strength of loyalty expressed in repeat engagement....

RJS - Feb 04, 2023

No.# The Email-to-Case functionality is mainly used when the user wants to create a Case in Salesforce through Email. If the user attached one or more documents while to the Case, the attachments in Email-to-Case messages are automatically converted into Salesforce Files.

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Exam Question List
Question 1: A client's Support Call Center has seen an increase in call ...
Question 2: Universal Containers is planning to provide different levels...
Question 3: Universal Containers has a policy that requires all email tr...
1 commentQuestion 4: Universal Containers is considering a Knowledge-Centered Sup...
Question 5: Support Managers have requested the ability to provide real-...
Question 6: Universal Containers wants to help customers resolve issues ...
Question 7: A company would like to implement a solution that would hold...
Question 8: Universal Containers wants to ensure the contracted service ...
Question 9: Universal Containers has implemented KCS. Specific article t...
Question 10: The support manager at universal containers has noticed an i...
1 commentQuestion 11: Field engineers often need to access current inventory level...
2 commentQuestion 12: The VP of Service at Universal Containers wants to make it e...
Question 13: Universal Containers is migrating from Classic Knowledge to ...
Question 14: Universal Containers has been testing an updated Service Con...
Question 15: Universal Containers (UC) wants to schedule for repair servi...
1 commentQuestion 16: Cloud Kicks (CK) has recently started using Entitlements wit...
Question 17: A manager would like information on the knowledge base searc...
Question 18: Universal Containers (UC) wants to automate the process of c...
Question 19: A Service Manager has just configured Chat at a company site...
Question 20: Universal Containers (UC) wants to implement Service Cloud u...
2 commentQuestion 21: Universal Containers has an active presence on Twitter and F...
Question 22: Universal Containers (UC) hired in an expansion of the conta...
Question 23: The contact center at universal containers wants to increase...
Question 24: A contact center manager wants to measure improvements to op...
Question 25: How should a Consultant provide Suggested Article functional...
Question 26: The VP of Services at Universal Containers wants to reduce c...
1 commentQuestion 27: Universal Containers (UC) added a channel to the Service Clo...
2 commentQuestion 28: Universal Containers is preparing to implement Service Cloud...
1 commentQuestion 29: A Contact Center Manager is implementing a new customer care...
1 commentQuestion 30: Universal Containers is using the Lightning Service Console ...
Question 31: If a Case cannot be resolved after Tier 1 has performed thei...
1 commentQuestion 32: Agents at Universal Containers are required to update the ca...
1 commentQuestion 33: A recent review of customer satisfaction surveys revealed th...
1 commentQuestion 34: Universal Containers provides Customer Support for two separ...
Question 35: When Service Reps view a Case, they often need to see the Ca...
Question 36: Universal Containers' support management team has noticed an...