Salesforce Certified Service cloud consultant (WI25)
Last Update Apr 24, 2025
Total Questions : 177
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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?
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?
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?
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?
TESTED 25 Apr 2025
