Salesforce Certified Service cloud consultant - Service-Cloud-Consultant Exam Practice Test

Question 1

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved.
Which report should the Service Cloud Consultant use for this requirement?

A. Case Lifecycle report B. Cases with Historical Trending report C. Case with Milestone report

Correct Answer: A

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Question 2

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?

A. Data Category Visibility of All Categories provides Public Read-Only access. B. Data Category Visibility of Custom overrides organization-wide default sharing access. C. Data Categories no longer control access to articles.

Correct Answer: C

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Question 3

The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help service reps locate the relevant information more quickly.
Which feature should the consultant recommend?

A. Einstein Reply Recommendations B. Einstein Article Recommendations C. Einstein Bots

Correct Answer: B

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Question 4

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases.
What is a consideration of this approach?

A. Swarm channels default to public channels in Slack. B. When users are added to the channel, they cannot see historical posts. C. Swarms can only be created in new channels created for the issue.

Correct Answer: B

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Question 5

A Service Cloud consultant has recently implemented a public Knowledge base.

A. Monthly case volume B. First call resolution C. Average case resolution time

Correct Answer: A

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Question 6

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

A. Auto-Response Rules B. Escalation Rules C. Entitlements and Milestones

Correct Answer: C

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Question 7

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.

Correct Answer: B

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Question 8

A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights.
What should a Service Cloud Consultant recommend?

A. Extend legacy systems using Omni-Channel, Live Agent, and a third-party CTI to add new digital channels over time. B. Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights. C. Build a custom Experience Cloud solution and integrate with external telephony providers using APIs.

Correct Answer: B

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Question 9

An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?

A. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention. B. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Correct Answer: A

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Question 10

Universal Containers is implementing Service Cloud Voice with Amazon Connect. The administrator created a new sandbox for testing.
What should the administrator expect with regard to the new sandbox configurations?

A. A new AWS Account is automatically created, but the contact center and voice call data are not copied into the new sandbox. B. The AWS Account and contact centers are copied automatically when the sandbox is created, but voice call data is not. C. The AWS Account, contact centers, and voice call data are copied automatically when the sandbox is created.

Correct Answer: A

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Question 11

Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

A. Omni-Channel Supervisor B. Chatter C. Flow Orchestrator

Correct Answer: A

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Question 12

Universal Healthcare aims to implement Agentforce Service Agent to assist patients' common inquiries and provide medication summaries. It should handle sensitive tasks such as confirming patient identity via email or phone before retrieving medical history.
How should the Service Cloud Consultant approach the Agentforce Service Agent's action configuration?

A. Employ standard topics and actions for general inquiries, and create custom topics and actions using Apex, Flow, or Prompt Builder for sensitive tasks. B. Implement only custom actions for all patient interactions to ensure complete control over data privacy and security from the outset. C. Utilize standard actions for all tasks, as they are pre-configured to handle sensitive data securely without additional setup and are industry best practices.

Correct Answer: A

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Question 13

A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?

A. Quick text B. Macros C. Global Quick Action

Correct Answer: B

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Question 14

Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

A. Case Auto-Response Rule B. Einstein Service Replies C. Salesforce Messaging

Correct Answer: B

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