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Salesforce Certified Service cloud consultant (WI24)

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Question # 1

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options:

A.  

Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.  

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C.  

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.  

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Discussion 0
Question # 2

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options:

A.  

Grant Authors access to the FAQ article type.

B.  

Set article Org Wide Default to Public ReadWrite.

C.  

Add Authors to the FaQ Data Category.

D.  

Grant Authors access to the FaQ record type

Discussion 0
Question # 3

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 M

B.  

Which solution should a consultant recommend?

Options:

A.  

Web-to-Case

B.  

Outlook Integration

C.  

Email-to-Case

D.  

On-Demand Email-to-Case

Discussion 0
Question # 4

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.

Which two features should the consultant suggest?

Choose 2 answers

Options:

A.  

Standard Email-to-case

B.  

On-Domand Emali-to-Case

C.  

Apex Email Service

D.  

Web-to-Case forms

Discussion 0
Question # 5

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

Options:

A.  

Build a Summary report on Products and Activities.

B.  

Set up a reporting snapshot of the case, contact and activity objects.

C.  

Create a Custom Report type with activities as the primary object.

D.  

Customize the My Teams Calls this week standard report.

Discussion 0
Question # 6

Milestones can be added to which three object types?

Choose 3 Answers

Options:

A.  

Work order

B.  

Case

C.  

Service

D.  

Entitlement

E.  

Account

Discussion 0
Question # 7

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

Options:

A.  

DynamicDahsbaord by Call Center

B.  

Reporting Snapshots by call center

C.  

Report Subscriptions by call center

D.  

Case report grouped by call center

Discussion 0
Question # 8

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

Options:

A.  

A knowledge article life cycle that is implemented correctly the first time and does not need 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

Discussion 0
Question # 9

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.

What should a consultant recommend to address this problem?

Options:

A.  

Configure Process Builder

B.  

Activate a Validation Rule

C.  

Define Case Escalation Rules

D.  

Create a Case Macro

Discussion 0
Question # 10

what approach should a consultant use to ensure that knowledge search

only display articles for a servcie agents product specialization ?

Options:

A.  

Crreate an article action for each record type;assign record types to service agents

B.  

Create a page layout for each record type ;assign layouts to servce agents

C.  

Create a permission set for each record type ;assignpermisisons to service agents

D.  

create a data category for each product assign data categories to service agents.

Discussion 0
Question # 11

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.

What is the recommended method to improve the support experience while providing expert-level support?

Options:

A.  

Omni-Channel Routing

B.  

Visual Remote Assistant

C.  

Workforce Engagement Self Scheduling

D.  

Field Service Scheduler

Discussion 0
Question # 12

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

Options:

A.  

Experience Cloud Create Case Form

B.  

Web-to-Case

C.  

Contact Request Flow

D.  

On-Demand Email-to-Case

Discussion 0
Question # 13

Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.

What is the recommended solution to meet the requirements?

Options:

A.  

Screen Flow

B.  

Einstein Case Routing

C.  

Case Escalation Rules

D.  

Omni-Channel Supervisor

Discussion 0
Question # 14

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Options:

A.  

Service Cloud Portal

B.  

Customer Community Login

C.  

High Volume Customer Portal

D.  

Partner Community Login

Discussion 0
Question # 15

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

Options:

A.  

Web-to-Case

B.  

Embedded Chat Service

C.  

Customer Community

D.  

Case Assignment Rules

Discussion 0
Question # 16

Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs)

Which two features need to be configured as part of the implementation?

Choose 2 answers

Options:

A.  

Workflow Actions

B.  

Milestones

C.  

Assignment Rule

D.  

Escalation Rule

Discussion 0
Question # 17

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.

What is the recommended license for the specialists?

Options:

A.  

Knowledge Only User

B.  

Satesforce

C.  

WDC Only User

D.  

Salesforce Platform

Discussion 0
Question # 18

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement

includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Options:

A.  

Auto launch flow

B.  

Salesforce Console for Service

C.  

Visualforce custom page Questions & Answers PDF Page 6

D.  

Process Builder

Discussion 0
Question # 19

DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.

How should the administrator configure Salesforce to meet the requirements?

Options:

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.

Discussion 0
Question # 20

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....

Which configuration option should be verified?

Options:

A.  

Verify that users have access to the Chat public group.

B.  

Verify that users are assigned the Chat user profile

C.  

Verify that users have access to the Chat buttons.

D.  

Verify that users are assigned the Chat feature license.

Discussion 0
Question # 21

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

Options:

A.  

On a utility bar of the Lightning App

B.  

On a record Highlights Panel

C.  

On a record Activity Feed list

D.  

On the Calendar right hand panel

Discussion 0
Question # 22

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

Options:

A.  

Social Persona for Twitter and Facebook.

B.  

Social Media Marketing message tagging.

C.  

Social Customer Service for Twitter and Facebook.

D.  

Einstein Bot social queues.

Discussion 0
Question # 23

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.

What is the recommended method to meet the requirements?

Options:

A.  

Select Flag as new version' checkbox when publishing.

B.  

Use Smart Link to Article to select the prior version.

C.  

Enable Knowledge User for Service Agents.

D.  

Use the Clone option to create a new article.

Discussion 0
Question # 24

Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.

Which consideration should the administrator be aware of when making this change?

Options:

A.  

Data Category Visibility of All Categories provides Public Read/Write access.

B.  

Data Categories no longer control access to articles.

C.  

Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.

D.  

Data Category Visibility of AM Categories provides Public Read Only access.

Discussion 0
Question # 25

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

Options:

A.  

customer satisfaction Survey

B.  

Customer Purchase History

C.  

Customer Support Requests

D.  

Net promoter Score

E.  

Service Level Agreement

Discussion 0
Question # 26

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

Options:

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.

Discussion 0
Question # 27

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?

Options:

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.

Discussion 0
Question # 28

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

Options:

A.  

CTI Adapter configuration

B.  

Lightning Console enablement

C.  

Call Center Definition File creation

D.  

Service Console case creation configuration

Discussion 0
Question # 29

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.

What is the recommended feature to meet the requirements?

Options:

A.  

Self Service Knowledge

B.  

Workforce Engagement

C.  

Incident Management

D.  

Video Support

Discussion 0
Question # 30

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

Options:

A.  

Enable Omni-Channel Case assignment

B.  

Define separate Record Types for Tier 1 and Tier 2

C.  

Implement Lightning Guided Engagement

D.  

Configure a Visual Flow Troubleshooting Action

Discussion 0
Question # 31

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.

A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?

Options:

A.  

Use a global quick action to capture details.

B.  

Use an auto-launched flow to capture details.

C.  

Use a new customer Path on Contact to capture details.

D.  

Use Open CTI with Pop to flow to capture details.

Discussion 0
Question # 32

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Options:

A.  

Configure Lightning Guided Engagement.

B.  

Configure a Live Chat Validation Rule.

C.  

Customize the Pre-chat form.

D.  

Customize the Lightning Console chat page.

Discussion 0
Question # 33

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as

password resets and order inquiries. In order to reduce the number of cases created, CK wants to

provide customer self-service in the following channels: web, SMS, Facebook Messenger, and

WhatsApp.

What is the recommended case deflection solution?

Options:

A.  

Chat for Web and In-App

B.  

Digital Engagement Messaging

C.  

Social Customer Service

D.  

Einstein Bo

Discussion 0
Question # 34

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case

record page.

Options:

A.  

Add the knowledge related list to the case record page

B.  

Add the knowledge tab to the service console

C.  

Add knowledge component to case record page

D.  

Add knowledge data categories to each case

Discussion 0
Question # 35

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

Options:

A.  

Omni-Channel

B.  

Entitlements

C.  

Case Escalation

D.  

Case Milestones

Discussion 0
Question # 36

What are three necessary steps to test that the Omm-Channel implementation is routing correctly?

Choose 3 answers

Options:

A.  

Change the owner to a queue associated with the routing configuration,

B.  

Log in as a user who is enabled for Omni-Channel access.

C.  

Enable Debug Omni Channel routing configuration in SttUp.

D.  

Open the Omni-Channel Supervisor tab.

E.  

Open the record you want to route.

Discussion 0
Question # 37

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?

Options:

A.  

omni Channel

B.  

Contact Request

C.  

Field Service

D.  

Mobile Connect

Discussion 0
Question # 38

Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?

Choose 2 answers

Options:

A.  

Social Customer Service

B.  

Service Console

C.  

Messaging

D.  

Chat

Discussion 0
Question # 39

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend?

Choose 2 answers

Options:

A.  

Customer community

B.  

Knowledge base

C.  

Service cloud console

D.  

Automatic call distribution

Discussion 0
Question # 40

Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

Options:

A.  

Filter the views by case owner.

B.  

Restrict visibility of the views.

C.  

Reduce the number of fields displayed.

D.  

Remove filter criteria from the views.

Discussion 0
Question # 41

Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Options:

A.  

Create a blocking rule.

B.  

Enable Assistance Flag Configuration setting.

C.  

Create sensitive data rules.

D.  

Enable Sneak Peek Configuration setting.

Discussion 0
Question # 42

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?

Options:

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.

Discussion 0
Question # 43

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

Options:

A.  

The report is shared with a Chatter Group.

B.  

The report contains a chart.

C.  

The report has a standard Report Type.

D.  

The report is a Summary or Matrix report.

E.  

The report chart is added to the Page Layout.

Discussion 0
Question # 44

Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.

Which deployment solution should a consultant use?

Options:

A.  

Change Sets

B.  

Mass Transfer Records

C.  

Data Loader

D.  

Manual configuration

Discussion 0
Question # 45

A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.

What is the recommended method for managers to coach agents?

Options:

A.  

Use Omni-Channel Supervisor to monitor agents' chat sessions.

B.  

Use an Einstein Bots Chat to handle common issues.

C.  

Use skills-based routing in Salesforce Messaging.

D.  

Use Einstein Chat Insight to identify areas to improve.

Discussion 0
Question # 46

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options:

A.  

Contact Salesforce to send a report on article efficacy.

B.  

Send out a monthly survey to customers requesting feedback.

C.  

Install Knowledge Base Dashboards and Reports AppExchange package.

D.  

Create a group of super users that will evaluate and manage articles.

Discussion 0
Question # 47

Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical’s arriaval time.

What is the recommended feature to improve the customer experince?

Options:

A.  

Omn-Channel Routing

B.  

Incident Management

C.  

Video Support

D.  

Appointment Assitant

Discussion 0
Question # 48

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Anwer?

Options:

A.  

It captures the same informaion as First Call Resolution.

B.  

It includes blocked and abandoned calls.

C.  

It is the typical experience of a caller.

D.  

It is skewed by calls that are quickly answered

Discussion 0
Question # 49

Universal Containers wants to implement a customer service community.

The goal of the community is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Options:

A.  

Create a sharing rule to share the contact record with the community member.

B.  

Change the org-wide default for cases and contacts internal access to private.

C.  

Set up a sharing set to grant access based on the community member’s contact record.

D.  

Update the case assignment rule to add the community member to the predefined case team.

Discussion 0
Question # 50

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Options:

A.  

Number of cases closed by self-service users.

B.  

Average call handle time by team.

C.  

Number of Knowledge articles created each month.

D.  

Number of cases created using Communities by month.

Discussion 0
Question # 51

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Options:

A.  

Add the Knowledge Component to the Service Console.

B.  

Add the Knowledge tab to the Console app.

C.  

Create email templates with Knowledge Articles attached.

D.  

Add the Suggested Article widget to the Case page layout.

Discussion 0
Question # 52

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Options:

A.  

Increased call deflection

B.  

Increased call routing accuracy

C.  

Reduced issue resolution time

D.  

Reduced support channels

E.  

Optimized use of resources

Discussion 0
Question # 53

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.

The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

Options:

A.  

Create a report using the Case Lifecycle report type.

B.  

Create a report using the Case Age report type.

C.  

Create a report using the Case Historical Trending report type.

D.  

Create a report using the Case Snapshot report type.

Discussion 0
Question # 54

UCs is implementing Salesforce Knowledge at its contact center. The contact

center has a dedicated support team for each product that it supports. Contact

center agents should only be able to view articles for the product they support.

What solution should a consultant recommend to meet this requirement?

Options:

A.  

Assign team-based roles to the associated product article types

B.  

Assign team-based profiles to the associated product article types

C.  

Assign team-based roles to the associated product data category value

D.  

Assign team-based profiles to the associated product data category value

Discussion 0
Question # 55

Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices

What feature should a consultant recommend to meet this requirement?

Options:

A.  

Embedded Chat Service

B.  

Web-to-CaM

C.  

Experience Cloud site

D.  

Case Assignment Rules

Discussion 0
Question # 56

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.

What should a consultant recommend?

Options:

A.  

Change the Run Apex As User to a service agent profile.

B.  

In Inbound Setting, set Enable Case Reopen to 3 days.

C.  

Establish Duplicate Rules to find similar cases.

D.  

Configure a Macro to close the duplicate case

Discussion 0
Question # 57

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

Options:

A.  

Customize service channel settings to define how the organization receives work from various

B.  

Create a Salesforce Case to have Omni-Channel enabled.

C.  

Create the necessary objects in Salesforce.

D.  

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Discussion 0
Question # 58

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.

When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.

What is the recommended solution?

Options:

A.  

Visual Remote Assistant

B.  

Field Service

C.  

Workforce Engagement

D.  

Incident Management

Discussion 0
Question # 59

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Options:

A.  

Service Cloud Portal

B.  

Customer Community Login

C.  

High Volume Customer Portal

D.  

Partner Community Login

Discussion 0
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