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Introduction to the Salesforce Data Cloud Exam
The Salesforce Certified Data Specialist certification is for you if you are a professional with experience with the Salesforce Data Cloud and can demonstrate your data management and governance knowledge.
This certification not only helps you demonstrate your data management and governance knowledge. It also helps you stand out in the job market and increase your earning potential.
The Salesforce Data Cloud is a multiple-choice, 90-minute exam with 60 questions in total. The exam requires a passing score of 65%. The exam includes topics such as data management, data governance, and data quality.
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Management of users, data, and security
Application management and customization for the Sales Cloud and Service Cloud
Building reports, dashboards, and workflow.
Create a study plan, analyze your learning style, evaluate your current commitments, plan your study time and breaks per each section, develop a schedule, make it a part of your routine and set realistic goals.
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Following are the key topics covered in the Salesforce Certified Data Specialist Exam:
Data Management and Governance
Data Privacy and Compliance
Data Integration and Synchronization
Data Enrichment and Segmentation
Utilizing Salesforce Data Cloud Solutions
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Related Exam
Passitcerts Providing most updated Salesforce Certified Service cloud consultant (WI25) Certification Question Answers. Here are a few exams:
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items toservice agents. The Head of Service wants to know what shojld be done during highvolume incidents where over 200,000 cases are opened.
A. Use a Most Aavailable Routing Model which will assign to the agent that be availablenext.
B. Set Work Item Size Percentage of Capacity to only consume part of an agent’savailability.
C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
D. Use a Least Active Routing Model which will assign to the agent that is the least overcapacity.
Answer: C
Explanation:
This is the recommended solution to handle high volume incidents where over 200,000
cases are opened. An Overflow Assignee is an option that can be configured in Omni-
Channel Routing Configurations, which allows CK to specify a user or queue that will
receive work items when the routing configuration reaches its maximum capacity. An
Overflow Assignee can help CK distribute the workload and avoid losing work items during
Cloud Kicks (CK) has service agents based in North America and Europe respond to newleads created in Salesforce. The lead record includes the language spoken: English,French, or 5panish.In CK's industry, the time to contact after a lead expresses interest is a critical successfactor. Most service agents speak a single language and a few are multilingual.What is the recommended feature to meet the requirements?
A. Lead Assignment Rules
B. Queue-Based Routing
C. Skills-Based Routing
D. Lightning Flow for Service
Answer: C
Explanation:
Skills-Based Routing is a feature that can enable service agents based in North America
and Europe to respond to new leads created in Salesforce based on the language spoken.
Skills-Based Routing is a feature that allows administrators to assign skills to agents and
route work items, such as leads, cases, or chats, to the most qualified agent based on their
skills, availability, and capacity. Skills-Based Routing can help ensure that leads are
contacted by agents who speak the same language and provide faster and better service.
DreamMouse Realty would like to provide a user-friendly way for clients to apply for ahome loan through an Experience site. Many times, clients do not complete are of theinformation and a loan specialist needs to finish the submission.How should the administrator configure Salesforce to meet the requirements?
A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.
Answer: A
Explanation: Creating a screen-based flow accessible from the Experience site and internally is a
solution that can enable clients to apply for a home loan through an Experience site and
allow a loan specialist to finish the submission if needed. A screen-based flow is a type of
flow that allows administrators to create guided processes that collect user input through
screens and perform actions based on the input. A screen-based flow can be embedded in
an Experience site or an internal app and allow clients or loan specialists to fill out the
information for the home loan application. Verified References: :
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 notneed to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution
Answer: B,C
Explanation:
These are two benefits that can be expected from Knowledge-Centered Support (KCS)
adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a
by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves
based on usage and demand, meaning that articles are updated and improved based on
feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by
enabling agents to find and reuse existing knowledge articles, as well as creating new
Universal Container wants to let its customers intercat real time with support agents fromtheir computers and mobile devices.What feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Emebedded Chat Service
C. Customer Community
D. Case Assignment Rules
Answer: B
Explanation:
Embedded Chat Service is a feature that can meet the requirement of allowing customers
to interact real time with support agents from their computers and mobile devices.
Embedded Chat Service allows administrators to embed a chat widget on any web page or
mobile app that customers can use to start a live chat session with an agent. Embedded
Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer,
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. Whenthere are issues with the service, such as a power outage, UMS needs to provide serviceagents, operations teams, and customers with full visibility into the issue.What is the recommended feature to meet the requirements?
A. Self Service Knowledge
B. Workforce Engagement
C. Incident Management
D. Video Support
Answer: C
Explanation:
Incident Management is the recommended feature to meet the requirements, because it
allows UMS to create incidents that represent service disruptions or outages, and link them
to related cases and work orders. Incident Management also enables UMS to communicate
with customers and internal teams about the incident status, impact, and resolution through
email templates, chatter posts, and web pages. Verified References: : Incident
Management Overview
Question # 7
Which feature should a Consultant recommend to allow a Tier 2 Service Representative totake over case processing from Tier1 and know how far Tier1 had progressed introubleshooting?
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
Answer: C
Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of
resolving a case and what steps they need to take next. Path for Cases displays key fields
and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or
Closed. Path for Cases can help a Tier 2 service representative take over case processing
from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them
the current status and values of the case. Verified References: Service Cloud Consultant
Certification Guide & Tips, Set Up Path for Cases
Question # 8
Universal Containers' support management team has noticed an increase in wait timesover the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times?Choose 2 answers
A. Create reports to analyze call data in order to understand peak times and ensureadequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors forresolution.
C. Set up analytical snapshots to capture key case information and create historicaltrending reports.
D. Set up a Salesforce Customer Community that will allow customers to create casesonline.
Answer: A,D
Explanation:
Creating reports to analyze call data in order to understand peak times and ensure
adequate staffing and setting up a Salesforce Customer Community that will allow
customers to create cases online are recommendations that a consultant should suggest to
help decrease customer wait times. These recommendations can help reduce the volume
and duration of phone calls and improve customer satisfaction by providing alternative and
convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure
adequate staffing can help optimize the resource allocation and scheduling of
support agents. Reports can show metrics such as call volume, call duration, call
abandonment, or service level by time, date, or location. Reports can also be used
to identify trends, patterns, or issues that affect the call performance and customer
experience.
Setting up a Salesforce Customer Community that will allow customers to create
cases online can help divert some of the phone calls to a self-service portal.
Customers can use the community to search for answers, create cases, track case
status, or interact with other customers or agents. A community can also provide
features such as knowledge articles, chatbots, live chat, or feedback mechanisms.
Question # 9
Milestones can be added to which three object types?Choose 3 Answers
A. Work order
B. Case
C. Service
D. Entitlement
E. Account
Answer: A,B,D
Explanation:
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work
orders are records that track service requests for customers. Cases are records that track
customer issues or inquiries. Entitlements are units of customer support that specify what
kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified
References: Milestones: Supported Objects
Question # 10
Universal Containers is preparing to implement Service Cloud for its global Support team.Requirements gathering sessions have resulted in a large set of required deliverables.What should a consultant recommend as the next step?
A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.
Answer: B
Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after
gathering a large set of required deliverables for implementing Service Cloud. Identifying
the requirements needed for initial GoLive involves prioritizing the requirements based on
their importance, urgency, complexity, and dependency. This can help determine the scope
and timeline of the project, as well as the resources and budget needed. Identifying the
requirements needed for initial GoLive can also help avoid scope creep, manage
expectations, and ensure a successful implementation. Verified References: Service Cloud
Consultant Certification Guide & Tips, Project Management Best Practices
Question # 11
UC has created permission sets granting access to object and fields in one of itssandboxes. How should a consultant deploy this permission set to prod?
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package
Answer: A
Explanation:
A Change Set is the deployment solution that a consultant should use to deploy permission
sets granting access to objects and fields from one of its sandboxes to Production. A
Change Set is a collection of metadata components that can be deployed from one
Salesforce org to another. A Change Set can be used to deploy permission sets, which are
sets of permissions and settings that grant users access to various tools and functions in
Salesforce. Permission sets can be used to extend users’ functional access without
changing their profiles. Verified References: [Service Cloud Consultant Certification Guide
& Tips], Change Sets Overview
Question # 12
The contact center at universal containers wants to increase its profit margins by promotingcall deflection with service cloud.Which two solutions should a consultant recommend?Choose 2 answers
A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution
Answer: A,B
Question # 13
Cloud Kicks pride support to customers across the workd and uses the Lightningexperince. Service agents have a set of common responses. Managers would like toconsilidate the responses as Quick Text, translate them to multiple languages and sharethem to the correct groups of service agents.What should a consultant recommend to meet the requirements?
A. Use translation Workbech to localize each Quick Text.
B. Set the Organization-Wide default to Public Ready Only.
C. Share the Folder with Quick text for each language.
D. Share each Quick Text individually to Public Groups.
Answer: C
Explanation:
Sharing the Folder with Quick Text for each language is the recommended solution to meet
the requirements, because it allows CK to consolidate, translate, and share the common
responses as Quick Text. Quick Text is a feature that enables service agents to insert
predefined messages, such as greetings, answers, or closing statements, into emails,
chats, tasks, events, and more. Quick Text can be organized into folders and shared with
different groups of users based on their language or role. Quick Text can also be translated
into multiple languages using Translation Workbench or a third-party service. Verified
References: : Quick Text Overview : : Share Quick Text Using a Folder in Lightning
Experience : : Translate Quick Text
Question # 14
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve theexpertise of its agents. The pilot focused on creating articles for the most common supporttopics. After the pilot, customer satisfaction has improved and average call time hasdecreased. To continueimproving KPIs, CK wants to know where to focus its efforts next.Which Knowledge dashboard should a consultant use?
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
Answer: D
Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know
where to focus its efforts next after implementing Knowledge Centered Support. Search
Activity Gaps shows the number of searches that returned no results, no articles, or no
clicked articles. This can help identify the topics or keywords that need more or better
articles to satisfy customer needs. Verified References: :
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvementproject, a self-service portal in Experience Cloud and public Knowledge base were added.When reviewing service KPIs, management at CK found a 10% increase in case resolutiontime and is considering reverting the changes.What is the likely reason for the KPI change?
A. Self-service deflects easy cases, leaving more complex cases for agents.
B. Customers are spending additional time searching for answers.
C. Agents do not have access to the same Knowledge articles as customers.
D. Customers must spend additional time registering for the portal.
Answer: A
Explanation:
This is the most likely reason for the increase in case resolution time, because self-service
portals and knowledge bases enable customers to find answers to common or simplec questions without creating a case. This means that agents are left with more complex or
challenging cases that require more time and effort to resolve3 Verified References: 3:
Self-Service Best Practices
FREQUENTLY ASKED QUESTIONS
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