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Salesforce Service-Cloud-Consultant Exam Overview:
| Detail | Information |
|---|---|
| Exam Cost | $200 USD |
| Total Time | 105 minutes |
| Available Languages | English, Japanese, Spanish, French, German |
| Passing Marks | 68% |
Salesforce Certified Service cloud consultant Exam Topics Breakdown
| Exam Topics | Percentage |
|---|---|
| Industry Knowledge and Expertise | 15% |
| Implementation Strategies | 12% |
| Service Cloud Solution Design | 15% |
| Knowledge Management and Collaboration | 12% |
| Contact Center Industry Knowledge | 10% |
| Case Management | 10% |
| Integration and Data Management | 11% |
| Service Cloud Analytics and Reporting | 10% |
| Community Setup and Management | 5% |
Few More SERVICE-CLOUD-CONSULTANT Exact Exam Questions:
Question # 1
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.
A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case
Answer: D
Question # 2
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?
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.
Answer: B
Question # 3
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 Salesforce Field Service
B. Configure visual Flows on Salesforce mobile
C. Integrate with an enterprise resource planning system
D. Develop and publish a knowledge management system
Answer: C
Question # 4
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. On-Demand Email-to-Case
B. Email-to-Case
C. Web-to-Case
D. Outlook Integration
Answer: B
Question # 5
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?
A. Social Customer Service
B. Einstein Bots
C. Digital Engagement Messaging
D. Chat for Web and In-App
Answer: C
Question # 6
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses. Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents. What should a consultant recommend to meet the requirements?
A. Use custom labels to manage quick text translations.
B. Share a folder with quick text for each translation.
C. Share each quick text individually to Public Groups.
Answer: B
Explanation:
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.
Question # 7
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. Which configuration option should be verified?
A. Verify that users have access to the Chat buttons.
B. Verify that users are assigned the Chat feature license.
C. Verify that users have access to the Chat public group.
D. Verify that users are assigned the Chat user profile.
Answer: B
Question # 8
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?
A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
C. 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.
D. Prepare a single .csv file that can be used to migrate all article types at once and include with a properties file in a.zip for import
Answer: B
Question # 9
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?
A. Define separate Record Types for Tier 1 and Tier 2
B. Configure a Visual Flow Troubleshooting Action
C. Implement Lightning Guided Engagement
D. Enable Omni-Channel Case assignment
Answer: C
Question # 10
Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.
What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)
A. Enable Debug Omni-Channel routing configuration in Setup.
B. Open the Omni-Channel Supervisor tab.
C. Log in as a user who is enabled for Omni-Channel access.
D. Open the record you want to route.
D. Change the owner to a queue associated with the routing configuration.
Answer: B,C,D
Question # 11
How should a consultant configure a report that shows the average number of days that Cases stay open?
A. Create a formula field on Case to calculate the average age.
B. Create a report snapshot of the number of open Cases each day.
C. Use the standard Case age field on the report.
Answer: A
Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
Question # 12
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?
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.
Answer: D
Question # 13
Universal Containers wants to migrate articles from its current database as part of a new Salesforce Lightning Knowledge Implementation.
Which factor should a consultant consider as part of the migration strategy?
A. Prepare a single .csv file that can be used to migrate all article types at once and include with a .properties filed in a .zip for Import.
B. Ensure that each existing article type has a corresponding Salesforce knowledge article record type that matches its structure and content.
C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
D. 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.
Answer: B
Question # 14
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
A. Workflow Actions
B. Milestones
C. Assignment Rule
D. Escalation Rule
Answer: B,D
Explanation:
Milestones and Escalation Rules are two features that need to be configured as part of theentitlement process implementation. Milestones are time-dependent steps that representrequired service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert orreassigning the case. Verified References: : Milestones : : Escalation Rules
Question # 15
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?
A. Incident Management
B. Field Service
C. Workforce Engagement
D. Visual Remote Assistant
Answer: B
Question # 16
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?
A. Social Customer Service for Twitter and Facebook.
B. Social Media Marketing message tagging.
C. Social Persona for Twitter and Facebook.
D. Einstein Bot social queues.
Answer: C
Question # 17
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
Answer: C
Explanation:
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.
Question # 18
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?
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
Answer: C
Question # 19
Universal Containers 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
A. Restrict visibility of the views
B. Reduce the number of fields displayed
C. Filter the views by case owner
D. Remove filter criteria from the views
Answer: B,C
Question # 20
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
A. Customer satisfaction Survey
B. Customer Purchase History
C. Customer Support Requests
D. Net promoter Score
D. Service Level Agreement
Answer: A,B,D
Question # 21
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?
A. Service Cloud Portal
B. Customer Community Login
C. High Volume Customer Portal
D. Partner Community Login
Answer: A
Question # 22
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: A,B
Question # 23
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
A. Enable the Lightning Console.
B. Configure the CTI Adapter.
C. Add the utility bar to the app.
Answer: B
Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
Question # 24
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow
D. Create an autolaunched Flow
Answer: A
Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
Question # 25
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?
A. Create a permission set for each record type; assign permissions to service agents.
B. Create a page layout for each record type; assign layouts to service agents.
C. Create an article action for each record type; assign record types to service agents.
D. Create a data category for each product; assign data categories to service agents.
Answer: D
Question # 26
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 # 27
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?
A. Create a report using the Case Age report type
B. Create a report using the Case Age report type
C. Create a report using the Case Snapshot report type.
D. Create a report using the Case Lifecycle report type.
Answer: D
Question # 28
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
A. Organize up to 200 categories in each category group.
B. Consolidate into 3 or fewer category groups.
C. Reorganize Into a hierarchy with 6 or fewer levels.
D. Assign up to 10 data categories per category group to each article.
Answer: D
Salesforce Service-Cloud-Consultant Frequently Asked Questions
Question # 1
Cloud Kicks has recently started using Entitlements within its support process. Serviceagents are selecting entitlements with similar names thatare incorrectly associated with the account assigned on the case.What should a consultant recommend to meet the requirements and help service agents?
A. Enable lookup filters.
B. Configure a Quick Action.
C. Set OWD sharing to Private.
Question # 2
Universal Containers (UC) has a policy that requires all email traffic to remain within itsfirewall. UC receives up to 2,000 cases per day, some of which include large emailattachments fromcustomers.When implementing Salesforce in this scenario, which solution should a consultantrecommend?
A. Email-to-Case
B. deg -Demand Email-to-Case
C. Email relay
Question # 3
Universal Containers requires that users have the ability to view specific cases, asdetermined by the Product Type field on the case. When acase is created or closed, an email should be sent only to users who have access to thecase.Which feature should a consultant recommend to meet these requirements?
A. Case teams
B. Case swarms
C. Account teams
Question # 4
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for itscontact center for the first time. The project requires quick iterations and speedycompletion. UC hasrequested frequent updates from the project team for check-ins and refinement.Which methodology should the consultant recommend given the requirements?
A. Waterfall
B. Hybrid
C. Agile
Question # 5
Universal Containers has a category of cases that cannot be solved by a single agent andinstead requires a team of experts to triage andresolve the issue. The support manager is interested in solutions that allow the team ofexperts to collaborate on these cases.Which option should the consultant recommend so experts can collaborate in real time?
A. Add experts to an integrated Slack channel.
B. Use Email-to-Case to send an email to experts so they can use email threads.
C. Implement Skills-Based Routing to assign the case to experts.
Question # 6
Using the Lightning Service Console, how can a contact center manager see which serviceagents are currently available to accept new cases?
A. Omni-Channel Analytics
B. Omni-Channel Utility component
C. Omni-Channel Supervisor tab
Question # 7
Universal Containers wants to develop a new Case Management solution. The end-to-endsolution will include integrations with third-party systems.Following best practices, which development and deployment path should a consultantrecommend?
A. Develop in one sandbox, complete quality assurance in a different sandbox, and thenperform user acceptance and integration testing in production.
B. Develop and test Salesforce functionality in one sandbox, and then rebuild thefunctionality in production.
C. Set up separate sandboxes for development, quality assurance, and user acceptancetesting, and then move the features to production.
Question # 8
A consultant has been hired to integrate a client's phone system with the Service Console.What is the consultant required to do during this integration?
A. Enable the Lightning Console.
B. Configure the CTI Adapter.
C. Add the utility bar to the app.
Question # 9
Universal Containers wants to reduce the amount of time support agents spend creatingcases. Case creation must scale up to 5,000 new cases per day and allow file attachmentsunder 10 MB by the customer.Which feature should the consultant suggest?
A. Web-to-Case
B. On-Demand Email-to-Case
C. Email-to-Case
Question # 10
Metrics show that Universal Containers has a high call abandonment rate using ServiceCloud Voice.Which strategy should a consultant recommend?
A. Set up escalation rules.
B. Set up self-service Knowledge.
C. Set up assignment rules and case queues.
Question # 11
The customer' support team at Universal Containers (UC) has noticed a large increase inCase Resolution times recently. UC wants to use Einstein for Service to help agents locatetherelevant information more quickly.Which feature should the consultant recommend?
A. Einstein Bots 27: B is correct answer
B. Einstein Article Recommendations
C. Einstein Reply Recommendations
Question # 12
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agentsthat handle security-related issues have complained that case records are being routed tothem incorrectly.What should a consultant do first to validate that the Omni-Channel implementation isrouting correctly?
A. Open the relevant record being routed.
B. Debug Omni-Channel routing from Setup.
C. Open the Omni-Channel Supervisor tab.
Question # 13
Universal Containers’ support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.).Additional requirements are listed below:* Support attachments up to 25 MB per inquiry* Under 2,500 inquiries per dayWhich configuration solution should a consultant recommend to meet these requirements?
A. On-Demand Email-to-Case
B. Heroku Connect
C. Email-to-Case
Question # 14
After migrating to Lightning Experience, users are complaining that they are unable tocreate a Knowledge article when closing a case.How should the consultant resolve this issue?
A. Inform users that the only way to create articles is from the Knowledge component.
B. Enable Read/Write/Create permissions for Knowledge articles.
C. Add the Manage Salesforce Knowledge permission to the user's profile.
Question # 15
The VP of service at Universal Containers wants to make it easier and faster for supportagents to send Knowledge articles to the customer.What should a consultant configure to send the article to the customer?
A. Create an auto-response rule that links to Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Set up the Case Deflection component to share Knowledge articles.
Question # 16
Cloud Kicks is changing its case management system to Salesforce. All active accounts,contacts, and closed cases for the past 5 years need to be migrated to Salesforce for golive.Which approach should a consultant use for data migration?
A. Prepare, Plan, Test, Validate, Execute
B. Plan, Prepare, Execute, Test, Validate
C. Plan, Prepare, Test, Execute, Validate
Question # 17
Universal Containers (UC) wants to report on how many customers with Service Contractshave specific entitlements to determine if UC'ssupport offerings should be adjusted.Which feature should the consultant recommend?
A. Build a joined report.
B. Build a dashboard.
C. Build a custom report type.
Question # 18
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs togivecustomers access to their agreed upon response times via the portal.Which solution should a consultant recommend?
A. Milestones
B. Service Contracts
C. Maintenance Plans
Question # 19
Which approach should a consultant use to ensure that Lightning Knowledge searches onlydisplay articles for a service agent's productspecialization?
A. Create a data category for each product. Assign data categories to service agents.
B. Create an article action for each record type. Assign record types to service agents.
C. Create a permission set for each record type. Assign permissions to service agents.
Question # 20
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMSmessages to customers. Messages arealways between 175 and 255 characters.What should the consultant recommend that UC use for messaging?
A. SMS Long Code
B. SMS Enhanced
C. SMS Short Code
Question # 21
Universal Containers wants customers to have the ability to log cases with structured dataand route based on urgency and product line.How should a consultant accomplish this?
A. Standard Web-to-Case with assignment rules
B. Omni-Channel with prioritized queues
C. Standard Email-to-Case with assignment rules
Question # 22
Universal Containers has recently implemented an Experience Cloud site to allow itscustomers to create and update their cases online. Customers should only be able toaccess the caseswhere they are listed as the contact, including cases created by the their behalf. supportteam onWhat should a consultant recommend to meet the requirement?
A. A sharing set to grant the Experience Cloud site user access to records associated totheir Contact record
B. A sharing rule to ensure record access is granted based on the Experience Cloud siteuser role hierarchy
C. An organization-wide default of Public Read/Write on the Case object
Question # 23
Universal Containers (UC) hired agents in an expansion of the contact center. Gettingagents up to speed and fully productive isa priority. UC implemented a standardized agent-customer dialog to assist agents.Which feature should a consultant integrate into the Service Console?
A. In-App Guidance
B. Einstein Next Best Action
C. Actions & Recommendations
Question # 24
Universal Containers (UC) is configuring a self-service page for customers to findKnowledgearticles and create cases. UC has recently requested that an Einstein Bot be placed on thepage, butwants to ensure that the bot only directs cases to live agents during normal business hoursand observes holidays.How should a consultant meet this requirement?
A. Configure the Einstein Bot to direct customers to an agent except for designatedholidays and instruct Omni-Channel agents to sign off at the end of business
B. Configure the Einstein Bot with a default message when customers log a case lettingthem know they should expect a delayed response outside of business hours. hours or onholidays.
C. Configure the Einstein Bot with an Action that queries for the Default Business Hoursand active Holiday records and directs the customer to a case form when agents areunavailable.
Question # 25
Cloud Kicks wants to implement a solution that would hold service agents accountable forkeeping customer service-levelagreements (SLAs).Which feature should a consultant use to meet this request?
A. Service Contracts
B. Salesforce Survey
C. Entitlement process
Question # 26
Cloud Kicks wants to standardize its service key performance indicators (KPIs) forresponse time and first case closure rates.Individual service agents, team leaders, regional directors, and the VP of service shouldsee the same KPIs calculated using only the data the user can access.What is the recommended running user to meet the requirements?
A. Dashboard viewer
B. Team leaders
C. VP of service
Question # 27
Universal Containers wants to provide its resellers a secure portal where they can sharetheir customer accounts, submit and track the status of their cases, and view reports anddashboards.Which solution should a consultant recommend?
A. Employee Community
B. Partner Experience site
C. Customer Experience site
Question # 28
Universal Containers wants to offer its customers interactive chat as well as caseprocessing.The same team of service agents will be handling both types of communication fromcustomers.Which solution should a consultant recommend to ensure that service agents are onlyassigned an appropriate number of issues?
A. Case assignment rules
B. Omni-Channel
C. Case team
Question # 29
Support agents at Universal Containers are entering customer contact information inmultiple ways. Management is concerned about the high likelihood of duplicate customercontact information being entered.What should the consultant recommend to prevent duplicate records from being created?
A. Configure and activate Duplicate Management.
B. Grant "View All Data" and instruct them to search.
C. Implement Apex triggers for Contact.
Question # 30
Cloud Kicks (CK) supports customers through chat. Service agents have reported multipleinstances where customers have used abusivelanguage. CK wants a way to prevent abusive customers from starting future chatsessions.What is the recommended feature to meet the requirement?
A. Create sensitive data rules.
B. Enable Assistance Flag Configuration setting.
C. Create an IP blocking rule.
Question # 31
Universal Containers implemented Case Management to support business-to-consumer(B2C) customers. One custom field includes the customer's Personal IdentifiableInformation (PII) data. When a case is submitted, an account manager requires Read-Onlyaccess and needs to view the customer's PII data. A support engineer requires Read andWrite access but no visibility into the customer's PII data.Which solution should a consultant recommend to meet the requirements?
A. Configure View All for the Case object and field-level security.
B. Configure Case Team with Read Write and field-level security.
C. Configure OWD for the Case object and implement Salesforce Shield.
Question # 32
Universal Containers (UC) has regional contact centers around the world. UC hasimplemented Service Cloud with the organization wide default for Cases set to Private. TheUC rolehierarchy is set up by region. Support managers want to see support metrics for theirregion bydefault. UC needs a scalable solution.Which strategy should a consultant recommend?
A. Create a dashboard using Reporting Snapshots.
B. Create a dashboard for each support manager.
C. Create a Dynamic Dashboard.
Question # 33
Which Salesforce resource can be attached to a customer email using standard CaseManagement capabilities?
A. Knowledge articles suggested by Einstein
B. Upcoming Milestones for the Case's Entitlement
C. Internal Chatter posts about the Case
Question # 34
Service Console users work on dozens of cases at a time and often need to update a casethey worked on earlier in the day.What should a consultant recommend?
A. Add History to the Utility bar.
B. Create a custom dashboard.
C. Keep all cases open in tabs.
Question # 35
Universal Containers (UC) has created a new partner onboarding process that requires anagent to create 10 open activities that correlate to a step of the onboarding experience. UCtypically adds 20 new partners a week. Creating activities is labor intensive and can takeup to 20 minutes each to complete.What is a cost-effective method for agents to create these activities?
A. Execute a macro
B. Navigate a Screen Flow.
C. Leverage Einstein Case Wrap-Up.
Question # 36
Universal Containers is implementing Service Cloud to make the workflow more efficientand improve customer support.When setting up Service Cloud, which aspect is crucial to ensure that service agents haveaccess tothe right customer information?
A. Optimizing the user interface for improved usability
B. Tailoring the objects to expose specific customer data
C. Enhancing user profiles for customer services
Question # 37
Cloud Kicks has implemented a review process for all new Knowledge articles. Each articlemust be reviewed and approved by a subject matter expert before becoming available tousers.Which step is necessary to make articles visible in all the selected channels?
A. Click Publish after the Approval Process.
B. Set the status to Published fram the Knowledge approval page.
C. Set the final approval action to 'Lock the record for editing’.
Question # 38
Universal Containers is migrating from Knowledge to Lightning Knowledge using theLightning Knowledge Migration Tool and noticed that none ofthe article file attachments were migrated.How can a consultant migrate the file attachments?
A. Use the Files Related List on each article to add files to the articles.
B. Use the Lightning Knowledge Migration Tool and choose ‘include files’.
C. Upload the files as Documents, then relate them to the migrated articles.
Question # 39
Cloud Kicks' development team must manage multiple projects that compete for limitedresources. The team needs to change directions often and start urgent work quickly.Which step should a consultant recommend completing before beginning the build phase?
A. Test
B. Design
C. Enablement
Question # 40
Universal Containers has three internal divisions that use Salesforce Knowledge.Compliance requirements mandate that each division should onlyhave access to its own articles when performing a search.Which solution should a consultant recommend to meet this requirement?
A. Create a sharing rule for each division to provide access using the role hierarchy.
B. Create a sharing rule for each division to provide access based on the article category.
C. Create a single data category group for each division and provide access using the rolehierarchy.
Question # 41
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledgemanagement for its support agents. Several months after the implementation, CKmanagementnotices an inconsistency in reported customer satisfaction. Key performance Indicators(KPIs) show adecrease; however, many customers have provided testimonials about great supportexperiences.Which KPI could help explain the disparity?
A. Measure cases with and without articles attached with high CSAT scores.
B. Measure cases with and without articles attached with high net promoter scores (NPS),
C. Measure cases with and without articles attached based on case status.
Question # 42
Cloud Kicks uses a console app to support users. Service agents open an Accountworkspace tab and multiple subtabs for the Case, Contact, andService Contract. Service agents would like to share links to recently opened subtabs withother users to collaborate on cases.What should a consultant recommend to meet the requirements?
A. Add the Account object to Recent Items utility.
B. Include the History utility in the console app.
C. Mention the case number in a Chatter group.
Question # 43
Universal Containers is using WhatsApp to provide support to customers in ServiceConsole.Agents would like to preview PDFs sentby customers from the chat window.What should a consultant recommend?
A. Ask the customer to send the PDF via email.
B. Use File Preview in the chat.
C. Download the PDFs from the chat.
Question # 44
Universal Containers’ customers prefer speaking to a live support agent for complexproduct issues. This results in a high volume of phone callsand customer dissatisfaction about long hold times.Which functionality should the consultant recommend to address the problem?
A. Embedded Chat window
B. Contact requests
C. Web-to-Case
Question # 45
Universal Containers wants to add functionality to its Service Cloud implementation socustomers are able to add digital files to case records.Which functionality should a consultant recommend to meet these requirements?
A. Email-to-Case
B. Web-to-Case
C. Slack Connect
Question # 46
Cloud Kicks (CK) provides customized support based on product line and plans to expandfrom voice-only support. Support agents are certified on one or more specific product lines.CKwould like to provide support through multiple channels. CK wants to ensure a consistentcustomer experience.Which solution should the consultant recommend to meet the requirements?
A. Omni Channel with Queue-Based Routing
B. Omni-Channel with Capacity-Based Routing
C. Omni-Channel with Einstein Case Routing
Question # 47
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides writtenin HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?
A. Change the HTML format first to support subfields.
B. Create an HTML file for each rich text area field.
C. Modify the import parameters to specify HTML encoding.
Question # 48
Universal Containers wants to notify support managers when a new case has beenuntouched for more than 2 business hours.Which approach should a consultant implement?
A. Establish Case Assignment rules.
B. Create a Flow with a scheduled path.
C. Configure Case Escalation rules.
Question # 49
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes.While the shoes are being made, customers want to check their order status frequently.Which method should the consultant recommend to provide automated self-service on anecommerce site?
A. Configure a Visual Remote Assistant.
B. Create an Einstein Bot.
C. Build a Screen Flow.
Question # 50
Universal Containers (UC) faces challenges in efficiently managing and responding to agrowing number of customer queries within ServiceCloud. A consultant is advising on the implementation of chatbots to improve currentcustomer support operations. Which specific aspect should UC prioritize when implementing chatbots to improvecustomer support operations?
A. Focus on scalability for handling high inquiry volume.
B. Work on integrating with social media platforms.
C. Emphasize continuous monitoring of chat.
Question # 51
Support managers have requested the ability to provide real-time feedback to agentsduring customer chat sessions.Which feature should a consultant configure to meet this requirement?
A. Chatter
B. Omni-Channel Supervisor
C. Flow Orchestrator
Question # 52
A service manager at Cloud Kicks has received complaints from customers who speaklanguages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these workitems fail to be assigned to the correct agents.What should the consultant recommend that the service manager do first?
A. Review Assigned Work.
B. Review Queues Backlog.
C. Review Skills Backlog.
Question # 53
Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can Integrate with any telephony platform available with minimal need forcustomization.
B. Agents can use telephony on a wide range of browsers and operating systems whileonly developing once.
C. Agents can run their softphone at the operating system level, embedded in the task baror system tray.
Question # 54
The support manager at Universal Containers is getting inaccurate agent performancereports. After researching the data, the Salesforce adminhas identified hundreds of cases that are closed but still owned by a queue.Which solution should a consultant recommend?
A. Use Data Loader periodically to assign these cases to a default owner.
B. Create a case validation rule to ensure cases are owned by a user when closed.
C. Create a case assignment rule to ensure cases are owned by a user when closed.
Question # 55
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs tomeet changing customer expectations while also uplifting agent skill sets andorganizational success.In which order would a consultant work through a high-level discussion and planningsession withCK?
A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, map processes, plan for user feedback, and definemetrics.
C. Gather organizational vision, match appropriate metrics, plan for user feedback, andmap processes.
Question # 56
The Universal Containers (UC) customer support organization has implementedKnowledge-Centered Support (KCS) in its call center. However, the call centermanagement thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation?
A. Measure and reward agents based on the number of new articles submitted forapproval.
B. Measure and reward agents based on the number of new articles approved forpublication.
C. Require agents to check a box on the case when submitting a new suggested article.
Question # 57
Universal Containers is using Service Cloud for customer entry and case management, butorder fulfillment, inventory, invoicing, and financialdata are stored in other systems.Which solution should a consultant recommend for integration?
A. Utilize Apex with integrated External Objects.
B. Utilize an AppExchange integration package.
C. Utilize MuleSoft to integrate the systems.
Question # 58
A consultant is working on a Service Cloud implementation with a fixed budget andtimeline. Additional requirements were discovered early on that will result in the projectexceedingtimeline and budget constraints.What is the first step the consultant should take to address the issue?
A. Incorporate the additional requirements to the project scope and continue with theoriginal project schedule.
B. Prepare a change order to account for the additional requirements and communicate thenew project schedule.
C. Document the gap in requirements and discuss the schedule and budget Impact with theproject team.
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