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Home Salesforce Certified Service Cloud Consultant

Salesforce Certified Service Cloud Consultant Exam Practice Questions (P. 2)

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Question #11
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
  1. A
    Visual Workflow, data loader, and Force.com IDE
  2. B
    Data loader, change sets, and Force.com Excel Connector
  3. C
    Mass Transfer Records, change sets, and Visual Studio Code
  4. D
    Visual Studio Code and change sets

Correct Answer:
D

Question #12
Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.)
  1. A
    Knowledge Action to Publish an Article once the Article is approved.
  2. B
    Data Category to assign an article record type to a Reviewer.
  3. C
    Approval Process that assigns an Article to a Reviewer Queue.
  4. D
    Validation Rules for article record types to verify all fields during creation.

Correct Answer:
BC

Question #13
Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
  1. A
    Add History to the Utility bar.
  2. B
    Define a custom List View.
  3. C
    Use a second Console session.
  4. D
    Keep all Case open in tabs.

Correct Answer:
A

Question #14
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
  1. A
    Update the case assignment rule to add the site member to the predefined case team.
  2. B
    Change the org-wide default for cases and contacts internal access to private.
  3. C
    Create a sharing rule to share the contact record with the site member.
  4. D
    Set up a sharing set to grant access based on the site member's contact record.

Correct Answer:
D

Question #15
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
  1. A
    Create a Lightning email template to send the article to the customer.
  2. B
    Create a workflow email alert to send the article to the customer.
  3. C
    Create a macro to send an email with the article to the customer.
  4. D
    Create an auto-response rule to send the article to the customer.

Correct Answer: C ?️

Question #16
Universal Containers (UC) wants to schedule technicians for repair services when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
  1. A
    Field Service
  2. B
    Mobile Connect
  3. C
    Omni Channel
  4. D
    Contact Requests

Correct Answer:
A

Question #17
When Service Reps view a case, they often need to see the case history of other cases for that same account.
How should a consultant configure the Lighting Service Console to support this requirement?
  1. A
    Account tabs with Case subtabs
  2. B
    Account tabs and Cases tab
  3. C
    Account tab with Cases related list
  4. D
    Case tabs with Account subtabs

Correct Answer:
C

Question #18
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
  1. A
    Embedded Chat Service
  2. B
    Web-to-Case
  3. C
    Experience Cloud site
  4. D
    Case Assignment Rules

Correct Answer:
A

Question #19
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigate these concerns?
  1. A
    Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
  2. B
    Configure the new app in developer org and use an unmanaged package to deploy to production.
  3. C
    Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
  4. D
    Deploy the configured and tested app to production. Update the agent's profile to view the app and take away access to the old app.

Correct Answer: D ?️

Question #20
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
  1. A
    Enable Knowledge User for Service Agents.
  2. B
    Use the Clone option to create a new article.
  3. C
    Select ‘Flag as new version’ checkbox when publishing.
  4. D
    Use Smart Link to Article to select the prior version.

Correct Answer: C ?️

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