2026 100% Free Service-Cloud-Consultant Daily Practice Exam With 292 Questions
Service-Cloud-Consultant exam torrent Salesforce study guide
NEW QUESTION # 103
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Skills-based routing
- C. Omni-channel Queue-based routing
- D. Chat Queue-based routing
Answer: C
NEW QUESTION # 104
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis
phase of the project has just been completed. Additional requirements were discovered that will result in the
project exceeding timeline and budget constraints. What is the first step the consultant should take to address
the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project
schedule - B. Document the requirements gap and communicate development options to the project team
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline. - D. Add development resources to the project team to build out the additional requirements.
Answer: B
NEW QUESTION # 105
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Customize the Lightning Console chat page.
- C. Customize the Pre-chat form.
- D. Configure Lightning Guided Engagement.
Answer: C
Explanation:
Explanation
Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms
NEW QUESTION # 106
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call
resolution. - B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
resolution. - C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
first-call resolution. - D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
resolution.
Answer: B
NEW QUESTION # 107
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Embedded Chat Window
- B. Contact Requests
- C. Open CT1
- D. Social Customer Service
Answer: A
Explanation:
Explanation
Embedded Chat Window is the functionality that a consultant should recommend implementing to resolve the issue of heavy amount of phone calls and customer complaints about the hold time. Embedded Chat Window is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Window can be added to any website or mobile app with a few lines of code.
Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Window also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Embedded Chat Window can help reduce the volume of phone calls and improve customer satisfaction by providing an alternative and convenient channel for customers to get support for complex product issues. Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
NEW QUESTION # 108
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
- A. Configure a Visual Remote Assistant.
- B. Create an Einstein Bot.
- C. Build a Screen Flow.
Answer: B
Explanation:
To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.
NEW QUESTION # 109
Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Remove filter criteria from the views
Answer: B,C
NEW QUESTION # 110
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Click Publish after the Approval Process.
- B. Set the final approval action to 'Lock the record for editing'.
- C. Set the status to Published fram the Knowledge approval page.
Answer: A
Explanation:
For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.
NEW QUESTION # 111
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Most Linked Articles
- B. Most Revised Articles
- C. Top Articles sorted descending
- D. Search Activity Gaps
Answer: D
Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5
NEW QUESTION # 112
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
- A. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Activate Knowledge One on the case detail page.
Answer: B
NEW QUESTION # 113
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Work order and customer contact escalation requirements
- B. Case closure rules on the original case
- C. Total number of account and contact records in the database
- D. Account team relationship to the primary contact
- E. Visibility and access to the work order records
Answer: A,B,E
NEW QUESTION # 114
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
- A. Macro to open related cases
- B. Customized case hovers
- C. Quick Actions added to the case page
- D. Actions and Recommendations component
Answer: B
Explanation:
Explanation
Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers
NEW QUESTION # 115
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lightning Flow Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION # 116
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers
- A. Email Temp ates
- B. Macros
- C. Quick Text
- D. Global Quick Action
Answer: A,C
NEW QUESTION # 117
What should a consultant recommend service agents use?
- A. Paused now interviews Lightning Component.
- B. Recommendation Strategy Metrics related list.
- C. History tab on the Actions & Recommendations comporent.
- D. Einstein Next Best Action Strategy Guilder.
Answer: C
Explanation:
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History
NEW QUESTION # 118
Cloud Kicks provides support for their customers 24 hours a day. The Service Managers at Cloud Kicks would like to have a report that shows the average number of days cases stay open. The Service Cloud Consultant has created a report using the standard Age field, but this is not correctly showing the age for open cases.
What should the consultant do to resolve this?
- A. Create a custom formula field to calculate the case age.
- B. Enable Business Hours Age in Setup and add the field to the report.
- C. Create a report snapshot of number of open cases per day.
Answer: B
Explanation:
The standard Case Age field calculates the difference between the case creation date and the current date in calendar days. This does not accurately reflect working hours, especially for 24/7 or business-hours-based support operations.
Salesforce provides a Business Hours Age feature that calculates case duration based on defined business hours, taking into account working time, holidays, and time zones. Enabling Business Hours Age ensures that reports show a true representation of how long cases remain open under the organization's operational hours.
Creating a custom formula (Option A) could produce inconsistent results due to time zone and holiday differences. A report snapshot (Option B) provides historical trends but doesn't dynamically calculate active case age.
Referenced Salesforce Materials:
* Salesforce Service Cloud Consultant Exam Guide - Contact Center Analytics Domain (accurate reporting using business hours and age calculations).
* Salesforce Help: "Enable Case Age in Business Hours" (explains how to enable and report on Business Hours Age).
* Salesforce Winter '23 Release Notes - Service Cloud Enhancements (mentions improvements to business hours-based case tracking).
NEW QUESTION # 119
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?
- A. Case tabs with Account subtabs
- B. Account tabs and Cases tab
- C. Account tabs with Case Subtabs
- D. Account tab with Cases related list
Answer: C
Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]
NEW QUESTION # 120
Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Use the files related list on each article to add files to your articles.
- B. Post the files to the chatter feed on each article.
- C. Use the lightning knowledge migration tool and choose "include files".
- D. Upload the files as documents, then relate them to the migrated articles.
Answer: A
NEW QUESTION # 121
A manager would like information on the knowledge base searches conducted by customers and call center
agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge search query with no results.
- B. Knowledge articles created by call center agents.
- C. Knowledge articles with the lowest rating.
- D. Number of knowledge articles in each data category.
Answer: A,C
NEW QUESTION # 122
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Crreate an article action for each record type;assign record types to service agents
- B. Create a permission set for each record type ;assignpermisisons to service agents
- C. create a data category for each product assign data categories to service agents.
- D. Create a page layout for each record type ;assign layouts to servce agents
Answer: C
Explanation:
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 123
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Agile
- B. Kanban
- C. Waterfall
- D. Force.com IDE
Answer: A
NEW QUESTION # 124
UC is creating an inbound customer support contact center to handle questions about using its products. What
should be considered when designing the contact center?
- A. Average handling time and first call resolution time
- B. Agent skill-based routing and predictive dialer
- C. Workforce management and customer satisfaction score
- D. Automatic call distributor and interactive voice response
Answer: D
NEW QUESTION # 125
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. Define Case Escalation Rules
- B. Create a Case Macro
- C. Configure Process Builder
- D. Activate a Validation Rule
Answer: C
NEW QUESTION # 126
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