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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.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Topic 2: Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Topic 3: Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Topic 4: Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Topic 5: Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Topic 6: Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Topic 7: Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Topic 8: Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
ユニバーサルコンテナーズは、お客様がカスタマーサポート担当者と直接コミュニケーションをとるための追加チャネルを検討しています。現在、お客様はソーシャルメディア、ウェブチャット、電話、SMSを通じてサポートチケットを発行できます。
デジタルエンゲージメントに加えて、コンサルタントは要件を満たすために何を推奨すべきでしょうか?
Correct Answer: C 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Universal Containers は、Messaging for In-App and Web (MIAW) に適用するのと同じ基準に基づいてケースを指示したいと考えています。
コンサルタントはどの機能を推奨する必要がありますか?
Correct Answer: B 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Cloud Kicks は、利用可能なサポート チャネルに WhatsApp チャネルを追加したいと考えています。
Service Cloud コンサルタントは何を考慮すべきでしょうか?
Correct Answer: A 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Cloud Kicks では、すべての新しいナレッジ記事に対してレビュー プロセスを実装しています。各記事は、ユーザーが利用できるようになる前に、対象分野の専門家によってレビューおよび承認される必要があります。
選択したすべてのチャネルで記事を表示するにはどの手順が必要ですか?
Correct Answer: C 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Universal Containers (UC) は、Service Cloud 内で増加する顧客のクエリを効率的に管理し、対応するという課題に直面しています。コンサルタントは、現在のカスタマー サポート業務を改善するためにチャットボットの導入についてアドバイスしています。
カスタマー サポート業務を改善するためにチャットボットを導入する際、UC は具体的にどの側面を優先すべきですか?
Correct Answer: C 🗳️
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