Salesforce Certified Service cloud consultant (Service-Cloud-Consultant) Free Practice Test

Question 1

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?

A. Mention the case number in a Chatter group.

B. Add the Account object to Recent Items utility.

C. Include the History utility in the console app.

Correct Answer: A

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Question 2

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.
What should the consultant recommend?

A. Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.

B. Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.

C. Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.

Correct Answer: A

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Question 3

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. Entitlements and Milestones

B. Auto-Response Rules

C. Escalation Rules

Correct Answer: A

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Question 4

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. Create an autolaunched Flow,

C. Set up duplicate rules on Case.

Correct Answer: A

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Question 5

To help service reps more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a Service Cloud Consultant configure this requirement?

A. Add the Knowledge component to the Case Lightning record page.

B. Add the Knowledge related list to the Case record page.

C. Add the Knowledge component to the Case page layout.

Correct Answer: A

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Question 6

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

A. Entitlement process

B. Service Contracts

C. Salesforce Survey

Correct Answer: A

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Question 7

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?

A. On-Demand Email-to-Case

B. AppExchange Package

C. Web-to-Case

Correct Answer: C

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Question 8

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

A. Request that the VP of worldwide support design a standard report template to provide a clear vision,

B. Ask leadership, management, and agents in all regions to vote on the standard report template.

C. Assign a global team of experienced analysts to create a standard report template.

Correct Answer: C

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Question 9

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?

A. Swarming

B. Case escalation

C. Omni-Channel routing

Correct Answer: A

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Salesforce Certified Service cloud consultant (Service-Cloud-Consultant) Free Practice Test