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Quiz 2025 Service-Cloud-Consultant: Reliable Exam Salesforce Certified Service cloud consultant Details

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Obtaining the Salesforce Service-Cloud-Consultant Certification is a valuable achievement for professionals who wish to demonstrate their expertise in Salesforce Service Cloud implementation and management. Salesforce Certified Service cloud consultant certification not only enhances the credibility of the individual but also opens up new career opportunities in the Salesforce ecosystem. With the increasing demand for customer service solutions on the Salesforce platform, this certification is a great way to showcase your skills and expertise in the field.

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Salesforce Certified Service cloud consultant Sample Questions (Q166-Q171):

NEW QUESTION # 166
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?

A. Prepare, plan, validate, execute, test
B. Prepare, plan, Test, execute, validate.
C. Plan, prepare, test, execute, validate.
D. Plan, prepare, validate, execute, test

Answer: C

Explanation:
Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified References: :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process :
https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices

NEW QUESTION # 167
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: D

NEW QUESTION # 168
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A. Update the case assignment rule to add the community member to the predefined case team.
B. Change the org-wide default for cases and contacts internal access to private.
C. Set up a sharing set to grant access based on the community member's contact record.
D. Create a sharing rule to share the contact record with the community member.

Answer: C

Explanation:
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5

NEW QUESTION # 169
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that
cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?

A. Use the Cases with Milestones report type.
B. Use the Case Historical Trending report type.
C. Use the Case Lifecycle report type.

Answer: C

Explanation:
The Case Lifecycle report type is designed to analyze the duration cases spend in each status throughout their lifecycle. This report enables managers to identify bottlenecks or stages where cases are delayed, contributing to increased average case age, and allows for targeted improvements to enhance customer satisfaction.

NEW QUESTION # 170
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

A. Lightning Flow Component
B. Service Console Macros
C. Path for Cases
D. Lightning Guided Engagement

Answer: C

Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Path for Cases can help a Tier 2 service representative take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them the current status and values of the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Path for Cases

NEW QUESTION # 171
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