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Salesforce Updated Service-Cloud-Consultant Exam Questions and Answers by arianna

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name: Salesforce Certified Service cloud consultant (SP23)
Exam Code: Service-Cloud-Consultant Dumps
Vendor: Salesforce Certification: Certified Service Cloud Consultant
Questions: 177 Q&A's Shared By: arianna
Question 40

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?



It should be deployed with Experience Builder.


It is incompatible with Einstein Bots.


It should be routed via Omni-Channel,

Question 41

The VP of service at Universal Containers wants to make it easier and faster for support

agents to send Knowledge articles to the customer.

What should a consultant configure to send the article to the customer?



Create an auto-response rule that links to Knowledge articles.


Create a Macro to send an email with Knowledge articles.


Set up the Case Deflection component to share Knowledge articles.

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Question 42

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?



Train on keyboard shortcuts.


Prepare macros.


Create multiple console layouts.

Question 43

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?



Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business


Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.


Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

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