[Oct 29, 2025] Get to the Top with Service-Cloud-Consultant Practice Exam Questions
Use Real Service-Cloud-Consultant Dumps Free Sample Questions and Practice Test Engine
NEW QUESTION # 107
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create a workflow rule and email alert action that sends an email to the case contact when a case with
the "Errata" record type is created - B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
type is created - C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
is created - D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
type is created
Answer: A
NEW QUESTION # 108
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Suggested Article widget to the Case page layout.
- B. Add the Knowledge tab to the Console app.
- C. Add the Knowledge Component to the Service Console.
- D. Create email templates with Knowledge Articles attached.
Answer: C
Explanation:
Explanation
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component provides suggested article functionality to Lightning Service Console users by automatically recommending articles that match the case subject, description, or data categories. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
NEW QUESTION # 109
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Contact Salesforce to have Omni Channel enabled
- B. Assign Users to the Omni Channel Feature License
- C. Assign Users to Omni Channel permissions
- D. Enable Omni Channel by clicking Settings in Setup
Answer: D
NEW QUESTION # 110
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Install data quality analysis dashboards from the appexchange
- B. Import records and cretae a a worflow rule to change the data type
- C. Standardize all rows to match salesforce data types
- D. Deduplicate the data before importing into SF
- E. Import the records and use duplicate management
Answer: A,C,D
Explanation:
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5
NEW QUESTION # 111
What process is a use case for Visual workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Assignment of email to a case queue based on subject
- C. Cross-self promotions for representatives
- D. Decision-based troubleshooting for representatives
- E. Field validation during case creation
Answer: A,D,E
NEW QUESTION # 112
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?
- A. Implement Apex triggers for Contact.
- B. Grant "View All Data" and instruct them to search.
- C. Configure and activate Duplicate Management.
Answer: C
Explanation:
To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like
"View All Data."
NEW QUESTION # 113
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 reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
Explanation:
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
NEW QUESTION # 114
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Order Fulfillment
- B. Enterprise Resource Planning (ERP)
- C. Marketing
- D. Telephony
Answer: A
NEW QUESTION # 115
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Benchmark the average cases per agent versus the team average across each case channel
- B. Track not promoter scores as part of an automated survey after case closure for every cote.
- C. Track the average calls per day, average cases per agent, and average cases per case type.
- D. Measure difference in CSAT ol cases with and without articles attached.
Answer: C
NEW QUESTION # 116
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. Set the final approval action to "Lock the record for editing".
- B. The Approval Process will automatically Publish.
- C. Agents must click Publish after the Approval Process.
- D. Approve articles from the Knowledge approval page to Publish.
Answer: D
Explanation:
Explanation
Approving articles from the Knowledge approval page to Publish is a necessary step to make articles visible in all the selected channels after implementing a review process for all new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected.
Approving articles from this page will change their status to Published, which means they are visible in all the selected channels, such as internal app, customer community, or public knowledge base. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_page.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_article_visibility.htm&type=5
NEW QUESTION # 117
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comments List View
- C. Search Utility Component
- D. Comment Search Component
Answer: A
NEW QUESTION # 118
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Lightning Console chat page.
- B. Customize the Pre-chat form.
- C. Configure a Live Chat Validation Rule.
- D. Configure Lightning Guided Engagement.
Answer: B
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 # 119
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Migrate a test deployment to a staging environment for a smoother real-life experience.
- B. Plan and communicate the deployment to all users of the organization in advance.
- C. Ensure all users refrain from logging into production for an entire day prior to deployment.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Select a window of time when users will NOT be making changes to the organization.
Answer: A,B,E
NEW QUESTION # 120
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter or Cosed When Created equals true
- B. Filter on Status equals Ctosea Resolved
- C. Filter where Closed Date equals Created Date
- D. Filter where Dete/Time Opened equals Created Date
Answer: A
Explanation:
Explanation
Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5
NEW QUESTION # 121
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
- A. Migrate parent cases first
- B. {0} Migrate parent and child cases together.
- C. Migrate child cases first.
Answer: B
Explanation:
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.
NEW QUESTION # 122
The manager of a large credit card contact center needs to understand how many customers call daily to check
their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Automatic Call Distributor
- C. Time and Attendance
- D. Interactive Voice Response
Answer: D
NEW QUESTION # 123
......
Pass Salesforce Service-Cloud-Consultant exam - questions - convert Tets Engine to PDF: https://www.actualtestsit.com/Salesforce/Service-Cloud-Consultant-exam-prep-dumps.html
2025 Realistic Verified Free Salesforce Service-Cloud-Consultant Exam Questions: https://drive.google.com/open?id=1DbW9Q1okLMZxsdnHsCac2RdZJISCL8ge