Are you ready to become a Salesforce Service Cloud Consultant? We’re here to make your journey exciting and stress-free with our free question series tailored for the Salesforce Service Cloud Consultant certification. This comprehensive set of practice questions is designed to cover all the critical topics, including case management, knowledge implementation, Omni-Channel setup, and service analytics.
Each question is structured to reflect the real exam, giving you a realistic preparation experience. By practicing with these targeted questions, you’ll build confidence, improve your problem-solving skills, and ensure you’re fully prepared for exam day.
The best part? Our Salesforce Service Cloud Consultant certification practice series is completely free! It’s the perfect resource to help you refine your skills and ace your certification on the first attempt.
Don’t wait—start your preparation today! Unlock the key to certification success with our expertly curated question series and take the next step toward becoming a certified Salesforce Service Cloud Consultant. Your career advancement is just a practice test away!
Salesforce Service Cloud Consultant Certification Exam Practice Questions with Answers
Question: 1
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
A. Omni-Channel
B. Publisher Actions
C. Macros
D. Quick Text
E. Chatter
Answer: B, C, D
Question: 2
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.
Answer: D
Question: 3
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external thirdparty 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?
A. Service Cloud Portal
B. Customer Community Login
C. High Volume Customer Portal
D. Partner Community Login
Answer: A
Question: 4
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?
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.
Answer: D
Question: 5
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Question: 6
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A. Salesforce Console
B. Entitlements and Milestones
C. Case Escalation
D. Case Assignment
Answer: B
Question: 7
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
A. The Customer is shown the new Rep’s name
B. Both Service Reps can chat with the customer
C. The chat transcripts and case are transferred
D. The Customer doesn’t know they were transferred
Answer: A, C
Question: 8
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 MB. Which solution should a consultant recommend?
A. Web-to-Case
B. Outlook Integration
C. Email-to-Case
D. On-Demand Email-to-Case
Answer: C
Question: 9
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
A. Visual Studio Code and change sets
B. Mass Transfer Records, change sets, and Visual Studio Code
C. Visual Workflow, data loader, and Force.com IDE
D. Data loader, change sets, and Force.com Excel Connector
Answer: A
Question: 10
A client’s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?
A. Create Knowledge Articles and publish internally and publicly.
B. Configure IVR routing to bypass Tier 1 for the product line.
C. Configure Omni-channel to assign cases directly to Tier 2.
D. Create a dashboard to track and manage call volumes by type.
Answer: A
Question: 11
Universal Containers ‘IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
A. Email-to-Case
B. web-to-Case
C. An AppExchange package
D. On-Demand Email-to-Case
Answer: D
Question: 12
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
A. Implement Field Service Lightning.
B. Integrate with an enterprise resource planning system.
C. Develop and publish a knowledge management system
D. Configure Visual Flows on Salesforce mobile.
Answer: A
Question: 13
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
A. Create separate data category groups for each division and assign the category to a division profile.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
Question: 14
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
A. Simplify the interactive voice response (IVR) tree.
B. Set up Email-to-Case.
C. Use Assignment rules and case queues.
D. Add additional agents to lower average hold time.
Answer: A, D
Question: 15
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?
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.
Answer: B
Question: 16
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
A. Account tabs and Cases tab
B. Case tabs with Account subtabs
C. Account tab with Cases related list
D. Account tabs with Case Subtabs
Answer: C
Question: 17
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?
A. Omni-Channel Routing
B. Visual Remote Assistant
C. Workforce Engagement Self Scheduling
D. Field Service Scheduler
Answer: D
Question: 18
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?
A. Web-to-Case
B. Embedded Chat Service
C. Customer Community
D. Case Assignment Rules
Answer: B
Question: 19
Which search mechanism should be used to find case comments from within the lightning service console?
A. Search utility component
B. Comment search component
C. Comments list view
D. Global search
Answer: D
Question: 20
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
D. Configure the new app in developer org and use an unmanaged package to deploy to production.
Answer: D
Must Visit Links:
- Are Salesforce Certifications Worth It for Beginners? Insights from Experts
- Integration Developer-Dell Boomi / MuleSoft | Salesforce Job Opening Apply Now
- LWC Platform Developer | Salesforce Jobs Opening Join Salesforce Today!
Resources
- [Salesforce Developer] (https://developer.salesforce.com/)
- [Salesforce Success Community] (https://success.salesforce.com/)
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Mark Jacobes is a seasoned Salesforce expert, passionate about empowering businesses through innovative CRM solutions. With over 6 years of experience in the Salesforce ecosystem, Mark specializes in Salesforce development, integrations, and digital transformation strategies.
As the creator of SalesforceTrail.com, Mark has built a reputation for delivering insightful content that keeps readers ahead of the curve in Salesforce trends, tools, and best practices. His expertise spans various Salesforce platforms, including Sales Cloud, Service Cloud, and Health Cloud, and he stays actively engaged with the Salesforce Trailblazer Community.
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