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: Jun 16, 2026

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Question 1

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create andupdate their cases online. Customers should only be able to access the cases where they are listed as thecontact, including cases created by the support team on their behalf.

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

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

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

Answer: B

Question 2

Cloud Kicks provides support for their customers 24 hours a day. The Service Managers at Cloud Kickswould like to have a report that shows the average number of days cases stay open. The Service CloudConsultant has created a report using the standard Age field, but this is not correctly showing the age for opencases.What should the consultant do to resolve this?

A : Create a custom formula field to calculate the case age.

B : Create a report snapshot of number of open cases per day.

C : Enable Business Hours Age in Setup and add the field to the report.

Answer: C

Question 3

What are three considerations when adding a report chart to a Console Component?

Choose 3 answers

A : The report is shared with a Chatter Group.

B : The report contains a chart.

C : The report has a standard Report Type.

D : The report is a Summary or Matrix report.

E : The report chart is added to the Page Layout.

Answer: B,D,E

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

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 agents locate the relevant information more quickly.

A : Einstein Bots

B : Einstein Article Recommendations

C : Einstein Reply Recommendations

Answer: B

Page: 1 / 59

Total 291 Questions | Updated On: Jun 16, 2026

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