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: Mar 13, 2026

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Question 1

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A : Customize service channel settings to define how the organization receives work from various

B : Create a Salesforce Case to have Omni-Channel enabled.

C : Create the necessary objects in Salesforce.

D : From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Answer: D

Question 2

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?

A : Create a Service Agent for intake and use the Raise Supervisor Flag action.

B : Use Slack Case collaboration to get the customer solution quickly.

C : Create a Service Agent for intake and use the Escalate to Supervisor action.

Answer: C

Question 3

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes arebeing made, customers want to check their order status frequently.Which method should the consultant recommend to provide automated self-service on an ecommerce site?

A : Configure a Visual Remote Assistant.

B : Create an Einstein Bot.

C : Build a Screen Flow.

Answer: B

Question 4

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 for

their agents to handle more customer transactions per day.

Which two features should a Consultant recommend?

Choose 2 answers

A : Facebook Messaging

B : Escalation Rules

C : Chat

D : Case Auto-Response

Answer: C,D

Question 5

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

A : Define Case Auto-Response Rules.

B : Establish Case Assignment Rules.

C : Create a Process Builder with Scheduled Actions.

D : Configure Case Escalation Rules.

Answer: D

Page: 1 / 59

Total 291 Questions | Updated On: Mar 13, 2026

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