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Home Salesforce Certified Service Cloud Consultant

Salesforce Certified Service Cloud Consultant Exam Practice Questions (P. 1)

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Question #1
Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
  1. A
    On-Demand Email-to-Case
  2. B
    An AppExchange package
  3. C
    Web-to-Case
  4. D
    Email-to-Case

Correct Answer:
A

Question #2
Which search mechanism should be used to find case comments from within the Lightning Service Console?
  1. A
    Global Search
  2. B
    Comments List View
  3. C
    Comment Search Component
  4. D
    Search Utility Component

Correct Answer:
A

Question #3
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time.
What approach should a consultant recommend to meet these requirements?
  1. A
    Use Process Builder with Scheduled Actions.
  2. B
    Enable Omni-Channel Routing.
  3. C
    Configure Case Escalation Rules.
  4. D
    Define Entitlements and Milestones.

Correct Answer:
D

Question #4
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?
  1. A
    Define separate Record Types for Tier 1 and Tier 2
  2. B
    Configure a Visual Flow Troubleshooting Action
  3. C
    Implement Lightning Guided Engagement
  4. D
    Enable Omni-Channel Case assignment

Correct Answer:
C

Question #5
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
  1. A
    Standard Email-to-Case
  2. B
    Omni-Channel routing
  3. C
    Web-to-Case forms
  4. D
    On-Demand Email-to-Case

Correct Answer:
D

Question #6
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 three Salesforce productivity features should be used to accomplish this requirement? (Choose three.)
  1. A
    Omni-Channel
  2. B
    Publisher Actions
  3. C
    Macros
  4. D
    Chatter
  5. E
    Quick Text

Correct Answer:
BCE

Question #7
Milestones can be added to which three Object types? (Choose three.)
  1. A
    Case
  2. B
    Service
  3. C
    Entitlement
  4. D
    Work Order
  5. E
    Account

Correct Answer:
ACD

Question #8
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
  1. A
    Entitlement processes, contracts, contract line items, and entitlements
  2. B
    Entitlement processes, contracts, milestones, and milestone actions
  3. C
    Entitlement processes, contract line items, milestones, and entitlements
  4. D
    Entitlement processes, milestones, milestone actions, and entitlements

Correct Answer:
D

Question #9
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
  1. A
    Allow Comments on Knowledge articles.
  2. B
    Enable Chat in an Experience Cloud site.
  3. C
    Implement Case Assignment Rules.
  4. D
    Create a self-service Help Center.

Correct Answer:
D

Question #10
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page.
How should a consultant configure this requirement?
  1. A
    Add the Knowledge related list to the Case record page.
  2. B
    Add the Knowledge tab to the Service Console.
  3. C
    Add the Knowledge Component to the Case record page.
  4. D
    Add Knowledge Data Categories to each Case.

Correct Answer:
C

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