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Certified Service Cloud Consultant Salesforce Certified Service cloud consultant (SP24)

Salesforce Certified Service cloud consultant (SP24)

Last Update Jul 15, 2024
Total Questions : 177

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Questions 4

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?



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
Questions 5

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.

Discussion 0
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Questions 6

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive

language. CK wants a way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?



Create sensitive data rules.


Enable Assistance Flag Configuration setting.


Create an IP blocking rule.

Discussion 0
Questions 7

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most

effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?



Use Slack for Service for Case Swarming.


Send Email Quick Action to loop in the stakeholders.


Use child Cases to interact with the partner.

Discussion 0


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