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Salesforce Certified Service cloud consultant Exam Dumps

Service-Cloud-Consultant Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Course Outline: Salesforce Certified Service Cloud Consultant

I. Introduction to Salesforce Service Cloud
A. Overview of Salesforce Service Cloud features and capabilities
B. Service Cloud architecture and components
C. Understanding the role of a Service Cloud consultant

II. Service Cloud Implementation Strategies
A. Defining service objectives and requirements
B. Designing service processes and workflows
C. Planning for data migration and integration

III. Service Cloud Data Model and Configuration
A. Understanding standard and custom objects in Service Cloud
B. Configuring case management and queues
C. Implementing entitlements and service contracts

IV. Salesforce Knowledge Management
A. Configuring and managing knowledge articles
B. Implementing knowledge article versioning and translation
C. Enabling knowledge base search and article recommendations

V. Omni-Channel and Service Console
A. Setting up Omni-Channel routing and work distribution
B. Configuring Service Console for efficient agent productivity
C. Customizing console components and layouts

VI. Service Cloud Automation
A. Designing and implementing service workflows
B. Utilizing process builder and flow for automation
C. Implementing service-level agreements (SLAs)

VII. Salesforce CTI Integration
A. Integrating telephony systems with Service Cloud
B. Configuring softphone functionality and screen pops
C. Implementing call center analytics and reporting

VIII. Service Cloud Analytics and Reporting
A. Creating service reports and dashboards
B. Analyzing service performance and customer satisfaction
C. Utilizing Einstein Analytics for service insights

Exam Objectives:
- Understand the features and capabilities of Salesforce Service Cloud
- Design and implement Service Cloud solutions based on business requirements
- Configure and customize Service Cloud components, such as cases, entitlements, and knowledge management
- Set up Omni-Channel routing and optimize agent productivity with Service Console
- Automate service processes using workflows, process builder, and flow
- Integrate telephony systems with Service Cloud for CTI functionality
- Create and analyze service reports and dashboards
- Demonstrate knowledge of best practices and industry standards for Service Cloud implementation

Syllabus:
The syllabus for the Salesforce Certified Service Cloud Consultant course will cover the following topics:
- Introduction to Salesforce Service Cloud
- Service Cloud Implementation Strategies
- Service Cloud Data Model and Configuration
- Salesforce Knowledge Management
- Omni-Channel and Service Console
- Service Cloud Automation
- Salesforce CTI Integration
- Service Cloud Analytics and Reporting

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Question: 166
Which search mechanism should be used to find case comments from within the lightning service console?
A. Search utility component
B. Comment search component
C. Comments list view
D. Global search
Answer: D
Question: 167
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer
loyalty.
Which three measures satisfy this requirement? Choose 3 answers
A. customer satisfaction Survey
B. Customer Purchase History
C. Customer Support Requests
D. Net promoter Score
E. Service Level Agreement
Answer: A,B,D
Question: 168
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed
unevenly across the team.
What should the consultant recommend to address this problem?
A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as Most Available.
C. Configure Case Assignment Rules to use Users.
D. Configure Omni-Channel Routing Model as Least Active.
Answer: B
Question: 169
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy
navigation by community members.
What should a consultant recommend?
A. Define data categories with custom visibility.
B. Define article types with public sharing settings.
C. Define topics for each knowledge article.
D. Define a custom field to identify the subject.
Answer: A,B,D
Question: 170
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for
easy navigation by Community members .
What should a Consultant recommend?
A. Define Article Types with Public Sharing Settings.
B. Define Data Categories with Custom Visibility.
C. Define Topics for each Knowledge article.
D. Define a Custom Field to identify the Subject.
Answer: C
Question: 171
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a
varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without
compromising customer satisfaction .
What can a consultant recommend to accomplish these objectives? Choose 2 answers.
A. Implement a customer self-service portal
B. Enable agents to transfer calls to other agents
C. Cross-train agents on both product lines
D. Prioritize customer calls based on their SLA
Answer: A,C
Question: 172
A manager would like information on the knowledge base searches conducted by customers and call center agents .
Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
Answer: A,B
Question: 173
The Service Manager at universal Containers manages three teams. Each team provides support for the specific
product. Agents have concerns about seeing search results for other products when searching the knowledge base. The
service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
A. Create an article action for each record type and assign them to each team based on their product specialization
B. Create a permission set for each record type and assign them to each team based on their product specialization
C. Create a page layout for each article type and assign them to each team based on their product specialization
D. Create a data category for each product and assign them to each team bases on their product specialization
Answer: D
Question: 174
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a
Knowledge-Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption? Choose 2 answers
A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
B. Reduced first contact resolution
C. A knowledge article life cycle that evolves based on usage and demand
D. Reduced issue resolution time
Answer: B,D
Question: 175
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their
current database.
Which factor should a Consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any
article field types.
B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent
any loss of data.
C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its
structure and content.
D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a
.zip for import.
Answer: D
Question: 176
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is
concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent�s profile to view the app and take away
access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and
training.
C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system
only goes down once.
D. Configure the new app m developer org and use an unmanaged package to deploy to production.
Answer: D
Question: 177
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the
Lightning Service Console?
A. Omni-Channel Utility Component
B. Cases report sorted by Rep and Case Owner
C. Cases report sorted by Rep and Case CreatedDate
D. Omni-Channel Supervisor tab
Answer: D
Question: 178
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page .
How can this be achieved?
A. Customer view of case tab
B. Custom Visual force page
C. Custom report
D. Custom related list
Answer: B
Question: 179
Universal Containers would like to provide their contact center agents with a map image of their customers location
based on the Shipping Address of their Account Record .
What should a consultant recommend as part of the solution?
A. An outbound message to a middleware platform to provide map details
B. A mashup integration on the Account page to a third-party mapping service
C. A Web Service call-out that retrieves map details from the backend system
D. A custom tab of type URL that displays a map image of customer location
Answer: B
Question: 180
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer�s
problem via the call center.
What functionality should a consultant recommend to satisfy the UC�s need?
A. omni Channel
B. Contact Request
C. Field Service
D. Mobile Connect
Answer: C
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Service-Cloud-Consultant cloud techniques

Service-Cloud-Consultant cloud techniques :: Article Creator

impact Of Marginal cost In Multi-Cloud Computing in the US

Sandeep Shilawat is a well known tech innovator, concept chief and strategic advisor in U.S. federal markets.

getty

Over the ultimate decade, cloud computing has been a driver of charge discount rates over on-prem IT infrastructure and has turn into a number one supply of IT spending. however, lately, this idea is being challenged because of ballooning cloud expenses. whereas charges are expanding due to a various set of motives, in this article, we are able to focal point on the theory of marginal charges, its relevance to multi-cloud computing and its implications. we will determine the financial have an impact on of the marginal can charge of multi-cloud computing, explore how marginal fees can be reduced to near zero and analyze how the complexity of multi-cloud environments is affecting marginal costs. we will look at marginal cost from the perspective of cloud suppliers and cloud consumers.

knowing Marginal expenses

Marginal can charge, an economic thought, measures the change in total charge as a result of a one-unit exchange in production or consumption. For cloud economics, it plays a vital function for each suppliers and patrons. It quantifies the additional charge incurred for a further unit of cloud elements or services. Cloud suppliers optimize infrastructure, services and pricing to in the reduction of marginal costs, whereas consumers employ suggestions like discounts and governance to decrease their costs. knowing marginal prices helps each parties make recommended decisions and improve profitability. It additionally aids patrons in evaluating the effectivity of their cloud environments, in particular in complicated situations involving numerous providers and distinctive functions. via examining and managing marginal prices, groups can pressure efficiency, achieve can charge reductions and optimize their cloud operations. we will additionally verify reasons that are resulting in exponentially expanding marginal expenses for cloud patrons.

The Pricing model For Cloud

Cloud computing operates on a utility mannequin of pricing, revolutionizing IT charge management for agencies. in its place of burdening themselves with hefty upfront investments in hardware and application as capital fees (CAPEX), corporations now have the vigour to pay for exactly the materials they require. These materials embody storage, bandwidth, microservices and API calls—all considered operational expenses (OPEX). This dynamic method now not handiest slashes basic charges however also unleashes a newfound flexibility for agencies. The decrease complete costs without delay translate into lessen marginal costs, magnifying its merits. in spite of this, it's pivotal for businesses to be vigilant and closely display screen their aid consumption. via doing so, they can without difficulty steer clear of overspending on pointless materials or falling into the entice of underutilizing the elements at their disposal. The sky is the restrict when it comes to harnessing the genuine potential of cloud computing's interactive and competitively priced nature!

lowering Marginal fees For Cloud

decrease marginal fees are a supply of competitive talents in capitalist markets. To force cloud marginal prices down, technologist leaders undertake many cloud innovations like leveraging spot cases or preemptible VMs, utilising reserved cases or dedicated use discounts, imposing auto-scaling or serverless computing, adopting rightsizing or optimization equipment and employing monitoring and governance equipment. These procedures effect in charge rate reductions, sooner time to market, elevated innovation and competitive advantages. despite the fact, in multi-cloud environments, visibility and skills turn into hurdles in decreasing marginal charges, with cloud sprawl contributing to massive cost raises.

Multi-Cloud Complexity And Marginal expenses For Cloud Customersulti-cloud environments drastically have an effect on marginal prices in cloud computing due to complexities bobbing up from utilising assorted cloud provider suppliers (CSPs) similtaneously. whereas providing advantages like redundancy and suppleness, multi-cloud introduces challenges involving aid administration, together with various pricing constructions, inefficient allocation, and further expenses for statistics transfer and community costs. Governance and compliance turn into complicated as every CSP has distinct security necessities and rules, leading to expenses for security measures and compliance efforts. Integration throughout dissimilar cloud systems is time-drinking and expensive, requiring committed tools for resource tracking and monitoring, that can carry marginal expenses. Cloud safety breaches extra affect each suppliers and patrons. To mitigate these complexities and control marginal fees, agencies may still focal point on useful governance the use of ideas, resource optimization, monitoring, utilising cloud administration structures, automation tools and price optimization techniques. close monitoring of aid utilization, workload optimization and streamlined operations are essential for the a hit administration of marginal costs in multi-cloud environments.

Relevance Of Marginal charge Of Cloud For US Federal businesses

The marginal cost of cloud computing is important for U.S. federal groups due to diverse motives. Federal tasks endure earned value management (EVM), and increasing marginal costs vastly reduce earned values, undermining the task's company case. Compliance with regulations like the Cloud wise approach, Zero trust architecture(ZTA), ITAR, FITARA, FISMA, HIPPA, NIST 800-53, NIST 800-171 and FedRAMP is mandatory for federal corporations, together with extra laws for Intel and DOD businesses like DOD have an impact on stages(IL 1-6). while these guidelines goal to increase protection, performance and innovation in federal IT, they additionally have an effect on the undertaking's business case. Managing multi-cloud environments inside advanced regulatory eventualities is challenging, and an absence of cost visibility may end up in enormous assignment overruns and foremost cyber-linked incidents. Federal companies handle distinct workloads requiring scalability. lower marginal costs are a direct indication of a match and relaxed state of the cloud ecosystem for U.S. federal businesses. knowing and measuring marginal charges are important first steps in addressing the ballooning marginal fees observed within the industry and making certain the success of federal company initiatives.

Conclusion

CSPs and cloud clients have differing views on the marginal charge of cloud computing. CSPs are engaged on decreasing their personal marginal costs through infrastructure and repair improvements. youngsters, cloud consumers face greater marginal expenses in multi-cloud environments as a result of complexity. To mitigate this, CSPs should aid clients in streamlining and optimizing their multi-cloud operations, minimizing marginal fees while preserving the advantages of cloud computing.

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