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 269 Questions | Updated On: Oct 28, 2025

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Question 1

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant

configure to satisy this request ?

A : Create a macro to send an email with the article to customer

B : create an auto response rule to send the article to teh customer

C : create a workflow email alert to send the artilce to the customer

D : create a lightning email template to sned artilce to customer

Answer: D

Question 2

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should a consultant recommend?

A : Create a report using the Case Lifecyle report type

B : Create a report using the Case age report type

C : Create a report using the Case snapshot report type

D : Create a report using the Case historical trending report type

Answer: A

Question 3

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 4

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented?

Choose 2 answers

A : Article Record Types must be created before the import.

B : Each Article Record Type must be in a separate CSV.

C : Article Record Types will be created as part of the import.

D : Multiple Article Record Types can be imported in the same CSV.

Answer: A,D

Question 5

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 Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Page: 1 / 54

Total 269 Questions | Updated On: Oct 28, 2025

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