Free Salesforce Service-Cloud-Consultant Exam Questions

Become Salesforce Certified with updated Service-Cloud-Consultant exam questions and correct answers

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Total 291 Questions | Updated On: Jan 27, 2026

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Question 1

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.

In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.

What is the recommended feature to meet the requirements?

A : Lead Assignment Rules

B : Queue-Based Routing

C : Skills-Based Routing

D : Lightning Flow for Service

Answer: C

Question 2

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, andcalendar month.Which reporting solution should the consultant recommend?

A : Create a report using Grouping.

B : Create a reporting snapshot.

C : Create a joined report.

Answer: C

Question 3

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types andcategories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are availableon page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate theApproval Process.What should a consultant recommend to meet the requirement?

A : Use a record-triggered flow to determine when article approvals are needed.

B : Use a record-triggered flow to submit all articles for approval.

C : Use a scheduled action to determine when article approvals are needed.

Answer: B

Question 4

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want tocreate a swarm in Slack to pull in experts from multiple CK departments.What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A : Escalation rules

B : Apex trigger

C : Quick Action

Answer: C

Question 5

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A : Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to all users of the organization in advance.

C : Select a window of time when users will NOT be making changes to the organization.

D : Ensure all users refrain from logging into production for an entire day prior to deployment.

E : Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer: B,C,E

Page: 1 / 59

Total 291 Questions | Updated On: Jan 27, 2026

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