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: Oct 25, 2026

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Question 1

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone. Which milestone recurrence type should the consultant recommend?

A : Independent Recurrence

B : No Recurrence

C : Sequential Recurrence

Answer: A

Question 2

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.

What should a consultant recommend to meet the requirements?

A : Recent Items set to Account object.

B : Hitory Utility in the Utility bar.

C : Actions & Recommendations component.

D : Screen flow launched from a global action.

Answer: A

Question 3

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created aCase History report to track the history of standard and custom fields on cases and solutions wherefield histories are set up for tracking.What should the consultant keep in mind when working on this report type?

A : The Data Type and New Value fields are available for viewing only.

B : The User and New Value fields are available for viewing only.

C : The Old Value and New Value fields are available for viewing only.

Answer: C

Question 4

Universal Containers’ customers prefer speaking to a live support agent for complex product issues. Thisresults in a high volume of phone callsand customer dissatisfaction about long hold times.Which functionality should the consultant recommend to address the problem?

A : Embedded Chat window

B : Contact requests

C : Web-to-Case

Answer: A

Question 5

universal containers is implementing a customer community using the

customer service template.One of the requiremnets is for members to be able

to find knowledge articles based on the product type.How should consultant

satisfy this requirement

A : Define article types with sharing settings

B : Enable suggested artciels in the community

C : Utilize topic tags for each product type

D : Set the visibility to the data categories

Answer: C

Page: 1 / 59

Total 291 Questions | Updated On: Oct 25, 2026

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