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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam

Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

Service-Cloud-Consultant Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:

  • Implementation Strategies 19%
  • Integration and Data Management 6%
  • Knowledge Channels 9%
  • Service Cloud Solution Design 19%
  • Interaction Channels 9%
  • Industry Knowledge 22%
  • Case Management 11%
  • Contact Center Analytics 5%

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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.
Topic 2
  • Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.
Topic 3
  • Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.
Topic 4
  • Service Cloud Solution Design: The topic delves into the analysis of customer requirements to determine appropriate solution designs for the service agent experience and the customer experience, including interaction channels. It also covers the sub-topics of data security and compliance measures.
Topic 5
  • Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.

Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

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Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:

Lightning Knowledge 検索でサービスエージェントの製品専門分野に関する記事のみが表示されるようにするには、コンサルタントはどのアプローチを使用する必要がありますか?

  • A. レコード タイプごとに記事アクションを作成します。レコード タイプをサービス エージェントに割り当てます。
  • B. 各製品のデータ カテゴリを作成します。データ カテゴリをサービス エージェントに割り当てます。
  • C. レコード タイプごとに権限セットを作成します。サービスエージェントに権限を割り当てます。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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ケースがオープン状態になっている平均日数を簡単にレポートできるようにするには、コンサルタントはどのソリューションを設計する必要がありますか?

  • A. レポートの標準のケース年齢フィールドを使用します。
  • B. 日数を計算する数式フィールドを作成し、レポートでそのフィールドを使用します。
  • C. レポートに数式フィールドを作成し、ケースのオープン日数を表示します。
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Cloud Kicks (CK) は、サービスセンターで Lightning Experience と Lightning Knowledge を使用します。CK は、サービス エージェントがケースをクローズするときに新しい記事を作成する簡単な方法を望んでいます。新しい記事には、他の人にとって役立つように、事件の適切な詳細が含まれている必要があります。
要件を満たすために推奨される方法は何ですか?

  • A. ケースフィールドを新しい記事にマップするクイックアクションを作成します
  • B. グローバルに共有されるマクロを開発して、新しい記事を作成します。
  • C. トリガーを使用して、新しい記事を自動的に作成します。
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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企業対消費者 (B2C) 企業は、サービス コストを削減したいと考えています。現在、顧客は紙の給与明細を会社に郵送することで請求書を支払い、連絡先情報を更新しています。
要件を満たすために推奨されるソリューションは何ですか?

  • A. 支払い処理を備えた Experience Cloud
  • B. Service Cloud Voice with Tele-pay
  • C. チェック処理を行う Einstein ボット
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Cloud Kicks は、さまざまなレベルのサポートを受ける顧客に Service Cloud を展開する予定です。コンサルタントは、エンタイトルメントのみが正しいソリューションなのか、それともエンタイトルメントとサービス契約が正しいのかわかりません。
コンサルタントは、望ましいソリューションを決定するためにどのような質問をする必要がありますか?

  • A. サポートは定期的に提供され、毎年更新されますか?
  • B. 複数のバージョンの権利を作成して維持する必要がありますか?
  • C. 顧客は Experience Cloud を通じてナレッジ記事にアクセスしますか?
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).

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