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Salesforce Service-Cloud-Consultant Sample Questions

Question # 1

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. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard reporttemplate.
C. Request that the VP of worldwide support design a standard report template to provide aclear vision,

Question # 2

A customer submitted a case that is routed to a service desk agent at Universal
Containers. After the agent responds to the case, they realize the customer is ineligible for
support.
Which solution should the consultant recommend to prevent this scenario from happening
in the future?

A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.

Question # 3

Universal Containers recently deployed a Salesforce Knowledge implementation and wants
to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge
article usefulness?

A. Develop custom Knowledge reports and dashboards.
B. Create a review board to evaluate and manage Knowledge articles.
C. Install the Knowledge Base Dashboards & Reports AppExchange package.

Question # 4

What should the consultant consider when implementing Salesforce Chat functionality in a
new Service Cloud instance?

A. It should be deployed with Experience Builder.
B. It is incompatible with Einstein Bots.
C. It should be routed via Omni-Channel,

Question # 5

Universal Containers needs to provide contact center agents with access to a customer's
payment history if the call concerns a
billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

A. Create a custom tab that displays a search page from the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Configure Salesforce Connect and External Objects to the billing system.

Question # 6

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives.
The dashboard needs to provide insights that will
assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

A. Snapshot reporting that shows trends in the number of cases handled per month,providing a high-level overview of customer service operations
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate theefficiency of support channel
C. Detailed CTI analytics reports, such as wait times and handle times, to review individualagent performance

Question # 7

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center.
CK
wants an easy way for service agents to create new articles when closing a case. The new
article
should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article

Question # 8

Universal Containers wants to ensure the contracted service level requirements for its
customers are being met.
What should a consultant configure to meet this requirement?

A. Entitlement processes, contract line items, milestone, and entitlements
B. Entitlement processes, milestones, milestone actions, and entitlements
C. Entitlement processes, contracts, contract line items, and entitlements

Question # 9

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy
to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and
Routing?

A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records

Question # 10

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 Salesforce productivity feature should a consultant use to accomplish this
requirement?

A. Macros
B. Quick action
C. Flow

Question # 11

The support manager at Universal Containers wants to improve visibility to cases across
the organization and has decided that product managers should be more involved in the
case management process. The support manager has created predefined case teams for
each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are
created for their products?

A. Configure a Case list view filtered by My Cases.
B. Configure a Case related list on the Product page layout.
C. Configure a Case list view filtered by My Case Teams.

Question # 12

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When
there are issues with the service, such as a power outage, UMS needs to provide service
agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

A. Incident Management
B. Workforce Engagement
C. Field Service Management

Question # 13

Universal Containers provides customer support for both new products and routine
maintenance of existing products. The cases for both types have many stages and fields in
common; however, the maintenance cases have additional stages and fields that need to
be captured. Which feature should a consultant recommend to accomplish this objective?

A. Approval Processes
B. Support Types
C. Support Processes

Question # 14

A manager would like information on which Knowledge articles are used most often by call
center agents.
Which report should a consultant use to identify the Knowledge articles that are used most
often?

A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases

Question # 15

Cloud Kicks is preparing to launch Service Console to a large set of service agents.
Feedback from a pilot group of users revealed they would like
a quick way to navigate the console, including changing tabs, saving records, and
searching.
What is the recommended feature to improve productivity?

A. Keyboard shortcuts
B. Quick text
C. Custom macros

Question # 16

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses
Data Category Visibility to control access based on products and geographic location. The
admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under
Knowledge Settings.
Which consideration should the admin be aware of when making this change?

A. Data Category Visibility of All Categories provides Public Read-Only access.
B. Data Category Visibility of Custom overrides organization-wide default sharing access.
C. Data Categories no longer control access to articles.

Question # 17

Agents at Universal Containers are required to update the Case Status to Waiting for
Customer after they send an email to the Case Contact. Support managers are noticing
that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Create a Case Macro.
B. Create a Validation Rule.
C. Create an action on Case,

Question # 18

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud
customers can use to create and track cases, see upcoming product announcements, and
interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

A. Create two custom mobile apps, one for Apple and the other for Android.
B. Explain that community users can access the site through a web browser.
C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

Question # 19

Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to
customers. CK has recently received complaints from customers who have set their
communication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?

A. Remove the phone number from the page layout.
B. Use Dynamic Forms to hide the phone number.
C. Set the Contact Do Not Call field value to True.

Question # 20

Universal Containers wants to automate the process of case creation. While conducting a
business process review, the consultant learned that customers sometimes upload digital
pictures of
the problem.
Following best practices, which solution should a consultant recommend?

A. Email-to-Case
B. AppExchange package
C. Web-to-Case

Question # 21

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while
maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number
of low-quality articles?

A. Flow with notifications
B. Reports and dashboards
C. Approval process

Question # 22

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer.
Once a call completes, support agents often need to send a follow-up email or finalize case
notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?

A. Total Emails Sent
B. Call Abandonment
C. After Conversation Work Time

Question # 23

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the
success of
the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile
messaging?

A. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases

Question # 24

The support manager at Universal Containers wants to measure first-call resolution by
channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.

Question # 25

What is a consideration when adding a report chart to a Page Layout or a Lightning Record
Page?

A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.

Question # 26

The support team at Cloud Kicks would like to implement a messaging tool to address
common customer feedback and concerns. The support team also wants to extend their
support capabilities.
What should the consultant recommend to meet the requirement?

A. Slack Connect
B. Service GPT
C. Einstein Bots

Question # 27

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK Ants to allow asynchronous conversations, conversations across devices,
and
Estimated Wait Time transparency. CK currently uses an external website to deliver its chat
support
offering.
What should a consultant recommend to provide these newer capabilities?

A. Einstein Bots
B. Messaging for Web
C. AppExchange package



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