Prepare Service-Cloud-Consultant Exam Questions [2025] Recently Updated Questions
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NEW QUESTION # 18
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?
- A. Use translation Workbech to localize each Quick Text.
- B. Set the Organization-Wide default to Public Ready Only.
- C. Share each Quick Text individually to Public Groups.
- D. Share the Folder with Quick text for each language.
Answer: A
NEW QUESTION # 19
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- B. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- C. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- D. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
Answer: A
Explanation:
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified References: : Overflow Assignee
NEW QUESTION # 20
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed with an attached article
- B. Percent of cases closed meeting the defined SLA
- C. Percent of cases closed with chatter posts
- D. Percent of cases closed on first contact
Answer: B
NEW QUESTION # 21
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
Answer: B
NEW QUESTION # 22
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Visual Workflow
- B. Macros
- C. Quick Text
- D. Lightning Guided Engagement
Answer: B,C
NEW QUESTION # 23
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Einstein Social Insights add-on
- B. Einstein Reply Recommendations
- C. Social Service Pro add-on
- D. Service Cloud User feature license
Answer: C
Explanation:
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram.
Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment. Verified References: : Social Service Pro Overview
NEW QUESTION # 24
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Agent utilization
- B. Schedule adherence
- C. Number of calls offered
- D. Quality monitoring score
Answer: A,B
NEW QUESTION # 25
Case escalation rules triggered on the last modification will be reset each time a user does which of the
following actions?
- A. Adds a related comment to the case
- B. Edits the case
- C. Adds an activity or sends an email from the case record
- D. Reads the case
- E. All of the above
Answer: B
NEW QUESTION # 26
What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Log in as a user who is enabled for Omni-Channel access.
- B. Open the record you want to route.
- C. Open the Omni-Channel Supervisor tab.
- D. Enable Debug Omni Channel routing configuration in SttUp.
- E. Change the owner to a queue associated with the routing configuration,
Answer: A,B,E
Explanation:
These are three necessary steps to test that the Omni-Channel implementation is routing correctly. Changing the owner to a queue associated with the routing configuration ensures that the record is eligible for routing by Omni-Channel. Logging in as a user who is enabled for Omni-Channel access allows the user to receive work items from Omni-Channel and see the Omni-Channel Utility widget. Opening the record you want to route triggers Omni-Channel to evaluate the record and route it to an available agent based on the routing configuration settings. Verified References: : Test Your Routing Configuration
NEW QUESTION # 27
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?
- A. Create an FAQ article type and configure the enable suggested articles option in support settings.
- B. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
Answer: C
NEW QUESTION # 28
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Access to custom objects
- C. Better reporting
- D. Branded site
Answer: B,C,D
NEW QUESTION # 29
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. Reduced support channels
- C. Optimized use of resources
- D. Reduced issue resolution time
- E. Increased call routing accuracy
Answer: B,C,D
NEW QUESTION # 30
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Service Cloud console to support agents
- B. Leverage Live Agent for web-based chat
- C. Enable service contracts and entitlements
- D. Implement Salesforce Knowledge on a portal
Answer: B,D
NEW QUESTION # 31
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Org wide default for cases set to private
- B. Dashboad folder sharing
- C. Case Object permissions set to create and read
- D. Dynamic dashboards
Answer: B,D
Explanation:
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 32
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- B. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
Answer: B
NEW QUESTION # 33
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Lightning Knowledge
- B. Visual Workflow
- C. Process Builder
- D. Macros
Answer: C
NEW QUESTION # 34
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- B. Enable the "Access Recent Items" user permission on the user profiles.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
Answer: C
NEW QUESTION # 35
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure Live Agent Supervisor tab and Whisper Messages.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Omni-Channel Supervisor tab and 3rd party access.
- D. Add the Live Agent Component to the Utility bar.
Answer: A
NEW QUESTION # 36
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