Expert Answers to Salesforce Exam Service-Cloud-Consultant Questions

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Certified Service Cloud Consultant Salesforce Certified Service cloud consultant (WI25)

Salesforce Certified Service cloud consultant (WI25)

Last Update Feb 18, 2025
Total Questions : 177

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Questions 2

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Options:

Experience Cloud with payment processing

Einstein Bots with check processing

Service Cloud Voice with Tele-pay

Discussion 0

Questions 3

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK

would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.

Which solution should the consultant recommend to meet the requirements?

Options:

Omni Channel with Queue-Based Routing

Omni-Channel with Capacity-Based Routing

Omni-Channel with Einstein Case Routing

Discussion 0

Questions 4

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

Options:

Skills-Based Routing

Capacity Model

Secondary Routing Priority

Discussion 0

Questions 5

A consultant is working on a Service Cloud implementation with a fixed budget and

timeline. Additional requirements were discovered early on that will result in the project exceeding

timeline and budget constraints.

What is the first step the consultant should take to address the issue?

Options:

Incorporate the additional requirements to the project scope and continue with the original project schedule.

Prepare a change order to account for the additional requirements and communicate the new project schedule.

Document the gap in requirements and discuss the schedule and budget Impact with the project team.

Discussion 0

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