Salesforce certification practice

SERVICE-CLOUD-CONSULTANT Practice Questions

Try 10 free SERVICE-CLOUD-CONSULTANT exam-style questions for Salesforce Certified Service Cloud Consultant. Check each answer and review the explanation and source references.

Exam code
SERVICE-CLOUD-CONSULTANT
Provider
Salesforce
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10
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197 questions
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[Case Management] 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?
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[Knowledge Management] Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
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[Knowledge Management] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which benefit can be expected from KCS adoption?
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[Case Management] Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
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[Interaction Channels] Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In- App and Web (MIAW). Which feature should a consultant recommend?
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[Case Management] Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?
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[Service Cloud Solution Design] Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created?
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[Knowledge Management] Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?
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[Interaction Channels] Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes. What should the consultant recommend?
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[Knowledge Management] Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self- service. What should the consultant recommend?
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