Service-Cloud-Consultant by Salesforce Actual Free Exam Questions And Answers

Question 1

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

A. Escalation Rules

B. Auto-Response Rules

C. Entitlements and Milestones

Discussion 0

Correct Answer: C Vote an answer

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Question 2

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

A. Create case escalation rules to route high-priority cases directly to supervisors for resolution.

B. Create reports to analyze data in order to understand peak times and ensure adequate.

C. Set up analytical snapshots to capture key case Information and create historical trending reports.

Discussion 0

Correct Answer: B Vote an answer

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Question 3

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.
Leadership would like to see the impact of surges on internal metrics.
Which key performance indicator (KPI) should the consultant report on to meet the requirement?

A. First call resolution and cases per hour

B. After call work time and customer effort score

C. Abandon rate and average speed to answer

Discussion 0

Correct Answer: C Vote an answer

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Question 4

Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

A. Web-to-Case with Einstein Case Classification

B. On-Demand Email-to-Case Threading

C. Web-to-Case with reCAPTCHA enabled

Discussion 0

Correct Answer: C Vote an answer

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Question 5

A Service Cloud Consultant is overseeing a Service Cloud implementation for a retail organization. The rollout includes new case assignment processes, customized Service Console layouts, and a knowledge base.
The consultant wants to ensure deployment proceeds smoothly and that users are prepared for go-live.
What should the consultant do first to develop an effective deployment and training strategy?

A. Host informational sessions about new features while technical configuration is underway, and plan for post-deployment user support to address training needs as they arise.

B. Prepare user-facing documentation and quick-reference guides early, then roll out features once the Service Console layouts are finalized.

C. Define rollout milestones, set up appropriate sandbox environments for testing and training, and plan scenario-based user training sessions.

Discussion 0

Correct Answer: C Vote an answer

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Question 6

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?

A. Do multiple versions of the Entitlements need to be created and maintained?

B. Will customers access Knowledge articles through Experience Cloud?

C. Is support provided on a periodic basis and renewed annually?

Discussion 0

Correct Answer: C Vote an answer

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Question 7

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?

A. Trailhead

B. Einstein Next Best Action

C. Experience Cloud site

Discussion 0

Correct Answer: A Vote an answer

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Question 8

Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

A. Lightning Knowledge

B. Custom case actions

C. Quick text template

Discussion 0

Correct Answer: B Vote an answer

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Question 9

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

A. Create a Flow to assign the entitlement process to the Work Order.

B. Create a single entitlement process on both the Case and the Work Order.

C. Create separate entitlement processes for the Case and Work Order.

Discussion 0

Correct Answer: B Vote an answer

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Question 10

Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.
What should the Service Cloud Consultant recommend?

A. Configure custom logging and capacity alerts in Omni-Channel Flow.

B. Use the capabilities within Omni Supervisor.

C. Create a custom report type with inline editing.

Discussion 0

Correct Answer: B Vote an answer

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Question 11

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

A. Enable Feed Tracking.

B. Install an AppExchange app.

C. Create a new Case record type.

Discussion 0

Correct Answer: B Vote an answer

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Question 12

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

A. Use the most available routing model.

B. Use the agents' Presence Status.

C. Use Most Cases Closed report.

Discussion 0

Correct Answer: A Vote an answer

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