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Whether you’re preparing for the exam or sharpening your skills, our practice set ensures you’re ready for success. Don’t miss this opportunity—start your Service Cloud Consultant Certification preparation today and take the next step in your Salesforce career.
Salesforce Service Cloud Consultant Certification Exam Questions with Answers (Part 3)
Question: 1
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
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.
Answer: A
Question: 2
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
Answer: B
Question: 3
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
A. Increased call deflection
B. Increased call routing accuracy
C. Reduced issue resolution time
D. Reduced support channels
E. Optimized use of resources
Answer: C, D, E
Question: 4
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
Answer: D
Question: 5
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
A. Enable Keyboard shortcuts
B. Define criteria-based record page components
C. Configure Macros
D. Create multiple Console layouts
Answer: A
Question: 6
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.
Answer: A, B
Question: 7
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose ‘include files’.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
Answer: A
Question: 8
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?
A. Prepare, Plan, Test, Execute, Validate B. Plan, Prepare, Test, Execute, Validate
C. Prepare, Plan, Validate, Execute, Test
D. Plan, Prepare, Validate, Execute, Test
Answer: D
Question: 9
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented? Choose 2 answers
A. Article Record Types must be created before the import.
B. Each Article Record Type must be in a separate CSV.
C. Article Record Types will be created as part of the import.
D. Multiple Article Record Types can be imported in the same CSV.
Answer: A, D
Question: 10
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: 11
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia
a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
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.
Answer: A
Question: 12
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
Question: 13
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
A. Omni-Channel
B. Page Layouts
C. Record Types
D. Support Processes
E. Article Types
Answer: A, C, D
Question: 14
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
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
Answer: C
Question: 15
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
A. Define Case Auto-Response Rules.
B. Establish Case Assignment Rules.
C. Create a Process Builder with Scheduled Actions.
D. Configure Case Escalation Rules.
Answer: D
Question: 16
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
A. Enable Work Orders.
B. Create an Entitlement Process.
C. Set up Milestones.
D. Configure Service Contracts.
Answer: B, C
Question: 17
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
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.
Answer: B
Question: 18
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.
Answer: A, D
Question: 19
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
A. On-Demand Email-to-case
B. Standard email to case
C. Web to case forms
D. Omni channel routing
Answer: A
Question: 20
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
A. All open Cases by Priority
B. All open cases by Channel
C. All Cases closed Month-to-date
D. Case resolution time
E. All Cases by Customer
Answer: A, B, D
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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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